Implementation Consultant

Austin, Texas, USA Customer Service Full-time
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
 
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.


Cision is looking for an Onboarding Consultant to join our Customer Service and Support team in our downtown Austin, Chicago, or Beltsville offices.

In this exciting position, you will use your project management, technical, and customer service skills to guide new customers through a smooth and value-driven onboarding to the Cision platform. The onboarding consultant team works with customers throughout the first month of their partnership with Cision to deliver a best-practice based set-up, adoption through live platform trainings, and continued success post-onboarding through a thoughtful transition to Support and Account Management. 

What You'll Do:

  • Serve as an Onboarding Consultant for around 15 mid-market customers a month 
  • Manage all aspects of the onboarding process in TaskRay, an onboarding project management software 
  • Identify customer goals and research brands, competitors, and industries to provide recommendations for set-up and best practices within the platform, as well as establish an onboarding timeline 
  • Build comprehensive and accurate news searches for customers using Boolean logic 
  • Organize and lead a series of phone and web conference calls throughout the onboarding to deliver platform and feature training, workflow recommendations, and strategic guidance for customers 
  • Manage internal communication on onboarding portfolio progress and status with thorough documentation and organization in TaskRay and Salesforce 
  • Collaborate with all appropriate internal teams to deliver a world-class customer-experience and help drive the product forward by sharing customer feedback 
  • Work cross-functionally with internal product and development teams to quickly resolve software issues affecting customer experiences 
  • Develop a post-onboarding customer success plan for each of your onboarding accounts 
  • Build customer trust and deliver high quality customer service 

Here's What We're Looking For:

  • Previous experience, minimum of 1 - 3 years, building relationships and managing a portfolio of customers at a SaaS company 
  • Solid customer success management experience and understanding of onboarding and retention in a B2B SaaS subscription business 
  • Successful track record of consistently onboarding customers in a timely manner and driving platform usage and adoption 
  • Excellent customer facing communication and project management skills 
  • It’s a plus if you have: project management experience and/or knowledge of Boolean search logic 
Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. We believe diversity, equity and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
EEO/AA employer M/F/D/V, 41 CFR 60–1.4
 
Please see EEO is the law and EEO is the Law Supplement.
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.  

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