Manager, Client Onboarding

Toronto, Ontario, Canada Customer Experience Fixed-term Full-Time
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

This job leads, coordinates and manages the daily operations of the Onboarding teams (Toronto & Montreal) to create and sustain an Onboarding culture that ensures the efficient execution and delivery of successful client experience across all our platforms. This job proactively facilitates a relevant, timely and engaging experience in alignment with client requirements as well as our onboarding process to achieve client satisfaction and long-term loyalty.     

Key Accountabilities

  • Leads, coaches and manages 4 - 5 employees within the Onboarding team and activities to support service delivery. Makes all hiring, performance management and disciplinary decisions for these roles.
  • Directly manages client onboarding specialists (COS) and performance management and disciplinary decisions for these roles.
  • Orchestrates the delivery of efficient and responsive onboarding activities, including but not limited to new account activations, platform configuration, keyword entry and refinement and day-to-day activities during the first 30 days of a new client activation.
  • Ensures that the team meets onboarding KPIs, such as response time, service level, and customer satisfaction.
  • Facilitates the implementation of best practice methodologies for new and existing processes to enhance support for internal teams and clients, including but not limited to provisioning & onboarding.
  • Executes monthly reporting of both CSS activities / onboarding times and client requests / first response reports.
  • Performs other duties as required.

Qualifications

  • Bachelor’s degree (or equivalent) in Client / Public Relations, Communications or a related field is required. Expertise working within a global newswire/media distribution organization is preferred.
  • Certified Customer Experience Professional (CCXP) or Certified Client Service Professional (CCSP) designation is preferred.
  • Minimum of four (4) years’ experience in client / public relations or communications, preferably with at least two (2) years of supervisory or management experience.
  • In-depth expertise with Salesforce or similar Customer Relationship Management software and SQL expertise is required. Working knowledge of MS Office Suite including Word, Excel, PowerPoint and Visio is required.
  • Advanced listening and verbal communication skills to understand client needs or problems and respond clearly and concisely. Solid relationship building, influence and negotiation skills.
  • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements.
  • Adaptable to work and thrive in a fast-paced environment.
  • Ability to work independently and as a member of a team.
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
 
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. 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 and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
 
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.
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.