Customer Success at Cision is all about helping our customers achieve their desired outcomes. Reporting to the Senior Manager, Client Success the manager leads, coordinates, and manages the daily operations of a Client Success team (8 employees) to ensure the efficient and effective delivery of client services.
Responsibilities
- Accountability: Holds the team and themselves accountable to the standards of performance by providing task clarity, setting limits or boundaries, communicating clear standards for high performance, and tasking corrective measures to ensure compliance.
- Coaching: Provides leadership, guidance, and direction to team members. Addresses personnel performance issues quickly and directly with colleagues before escalating to management.
- Conflict Management: Resolves issues by meeting 1:1 with team members and implements changes to ensure the work environment is fair and equitable.
- Developing Others: Assesses team members and provides timely and consistent feedback regarding job responsibilities.
- Interviewing: Able to determine candidate's fit into the Cision culture and any risk/red flags to the business
- Leading Change: Reevaluates current procedures and suggests improvements to ensure an effective, streamlined process.
- Relationship/Trust Building: Develops professional relationships with Cision associates from other business units and leverages those relationships. Interacts with others in a way that gives them confidence in one’s intentions and those of the organization. Builds trust and cohesiveness among the team members both internal and external to ensure project success. Promotes professional relationships between Cision as an organization and the client.
- Strategic Thinking: Implements strategic objectives and develops metrics to assess attainment of work unit goals.
- Team Building: Inspires and fosters team commitment, spirit, pride, and trust through team building activities.
- Assignment will be from November 18, 2024, until January 5, 2026.
Qualifications
- Achievement of team’s KPIs: ensures the attainment of a minimum gross retention rate (GRR) and Net Promoter Score (NPS), the successful completion of SuccessCOACHING certification for the team and monitoring the progression of client success plans development.
- Churn/Retention Analysis: ability to deliver key actionable items from analyzing churned and renewed accounts.
- Client Advocacy: Help CSMs identify client advocates for case studies and testimonials, coaches CSMs on how to foster long-term client relationships
- Education: Bachelor’s degree and/or 5+ years CSM experience
- Team Growth: foster a continuous improvement culture within the team with a focus on career progression.
- Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
Preferred Qualifications- Work Experience: customer success management, SaaS, customer service, public relations/communications, education
- Technology: Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite
- Education: public relations & communications background