Premier Customer Support Coordinator

Beltsville, Maryland, USA Customer Experience 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.


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
  • #LI-hybrid
  • #LI-KR1
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™ pledgeand 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.
 
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