Premier Customer Support Coordinator

Beltsville, Maryland, USA Customer Support 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 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.

As a Premier Customer Support Coordinator, you'll work with our team in support our Premier level clients. On a day to day, you'll proactively reach out to clients based on client need, historical trends, and usage data to ensure the client is receiving value from their solution. You'll be successful in this role, with an ability to build trust and nurture customer and cross-departmental relationships, aptitude to identify and resolve underlying issues with advanced and creative troubleshooting skills, and a natural passion to create exceptional customer experiences and proactively resolve potential issues.

You'll help us with:

  • Day to day support of a book of accounts
  • Provide consultative guidance on software optimization to help clients achieve organizational goals and ROI
  • Problem solve issues reported by clients promptly to provide a high-quality, high-touch client experience
  • Take ownership of and communicate about all software support needs in your assigned customer base
  • Troubleshoot independently and collaborate effectively with other internal stakeholders to find and deliver solutions to customer issues
  • Effectively set expectations around software function and service delivery and meet or exceed all set targets
  • Stay current on product best practices, upcoming releases, and other features that could help your customers meet their goals

You'll be a good fit if you have:

  • Minimum 1+ years of experience in a customer success or other similar proactive customer-facing role
  • Public relations and/or software support experience is strongly preferred
  • Demonstrated ability to maintain ownership of customer relationships and identify and act on potential barriers to success
  • Solid communication skills with a focus on listening and questioning
  • Excellent organizational skills with attention to detail and accuracy
  • Experience leading phone and virtual meetings
  • Boolean logic expertise is a plus