Manager, Onboarding

Chicago, Illinois, 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's Manager of Onboarding services will work closely with cross-functional teams to eliminate barriers to enable onboarding consultants to get customers to value quickly. He/she will find success while working closely with the Director of Customer Onboarding to manage hiring plans and work on strategic initiatives in line with company goals and objectives. We are looking for candidates with experience working with customers through a company’s growth mode or acquisition. In addition, solid customer success management experience and understanding of customer onboarding and retention in a B2B SaaS subscription business experience will deem the manager and team's success.

You'll help us with:

  • Manage performance and retention of the team through consistent metric reviews and reporting 
  • Provide call and strategy coaching to constantly up-level the team and ensure high-value customer communication 
  • Lead weekly onboarding portfolio reviews with the team to ensure onboarding throughput, and serve as a point of escalation to deliver a positive customer experience 
  • Lead and develop a team of onboarding consultants who manage a portfolio of 10-15 new software customers at a time 

You'll be a good fit if you have:

  • Successful track record of consistently onboarding and supporting customers in a timely manner and driving platform usage and adoption
  • Advanced understanding of analytics to identify areas to improve operations in the team and organization 
  • Excellent customer facing communication skills 
  • Strong knowledge of the PR, Communications, and Marketing industry 
  • 3-5 years in a customer success or implementation position and a minimum of 2 years building employee relationships and managing a customer-facing team at a SaaS company 
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.
 
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