Manager Strategic Services - Falcon.io

Copenhagen, Denmark Customer Experience Full-time
Falcon 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.
 
Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia, Chennai, Melbourne, and growing. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.
  
Falcon.io has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

We are looking for a Manager to join the Strategic Services team at Falcon’s HQ in Copenhagen. The Strategic Services team at Falcon drives customer satisfaction and overall lifetime value by improving customers' social business maturity and tactical skill set - in synergy with the platform we provide. The team serves as a services consultancy hub, both internally and externally, to create value and drive growth in different key areas like paid-for services, enterprise partnerships, and internal support and enablement.  

About the role 

As a Manager, you will be an ambassador for Strategic Services throughout the company, communicating pro-actively and constructively across departments.  You lead from the front to ensure that the emerging obstacles for the team are solved. You also operate at a proximity to the work of the group to be able to identify the emerging needs of the market that we should consider developing service offerings towards. At the core, your focus is to guide, support, motivate and develop the individual strategists in the team to deliver their best work, within a clear operating framework that they can thrive in.  

As Manager of Strategic Services, your primary responsibilities centre around people management, operations management and reporting, while driving the vision of the Strategic Services team.

What you’ll do:

  • People management 
  • Manage 1-1s, overall performance, development plans etc.  
  • Invest in the development of our strategists to ensure focus on their growth potential and the team as a whole  
  • Ensure a smooth onboarding process for new strategists, with help from the team  
  • Act as mentor for less experienced members in the team (e.g. QA for associate strategist) 
  • Lead the recruitment of new team members  
  • Inspire the team by maintaining a high level of personal knowledge on customer, market and company strategy to connect their contribution towards those goals/outcomes  
  • Operations management and Reporting 
  • Assign senior strategists to new strategy prospects to pitch, scope and sell strategy deliveries  
  • Assign strategists to new customers, while evaluating their workload and capacity 
  • Ongoing evaluation of workload across the team to ensure effective resource allocation   
  • Ongoing evaluation of team processes and activities, with a focus on business efficiency and customer experience, providing input to optimise for future growth  
  • Resource planning to ensure continued growth and service delivery can be achieved  
  • Ongoing reporting on team performance to management, based on defined KPIs
  • Strategic Projects 
  • Coordinate cross-functionally to drive solutions and improvements to the customer experience  
  • Drive key internal projects (e.g. quarterly business projects to optimise or develop strategy services, practices, skills) 
  • Participate in management planning (annual, bi-annual and quarterly) to ensure that team goals and services follow the company direction  

What you’ll need: 

  • Minimum 3 years of experience in an agency context with a focus on strategic consultancy
  • Minimum of 2 years experience leading a team
  • Enthusiasm to be a coach guiding your team to achieve their goals  
  • A great understanding of sticking to processes and policies, and know when to create new ones  
  • Business savviness and a good strategic understanding and know-how to turn the overall company and department strategy into tangible goals for the team  
  • An empathic approach both towards customers/prospects, your team and the stakeholders across the organisation you will need to collaborate with to drive success  

What we offer:

  • An open and informal working environment defined by high levels of personal responsibility and follow-through    
  • A seat on one of Falcon's most high-potential teams   
  • The opportunity to partner with international colleagues across the global offices of a social media industry leader   
  • MacBook and iPhone with a subscription plan   
  • Pension and health insurance - because we believe prevention is better than cure   
  • Catered lunch, and healthy (and not so healthy!) snacks & drinks   
  • Staff discounts at a few of Copenhagen’s best (and not so well-kept secrets)  
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.