Responsibilities

• Understand and be a resource for all of Cision’s products, services, procedures and guidelines and communicate same to all team members
• Ensure that the Distribution team is meeting the needs of Cision, its customers and its employees and motivate the Distribution team to improve performance consistently
• Manage workflow, including prioritizing timely copy, assigning to team as needed, and staging, processing and QAing critical and timely copy as necessary.
• Provide world-class customer service in every interaction for optimal team performance and customer satisfaction
• Demonstrate ownership and ability to follow issues to resolution and client satisfaction
• Assist in owning and handling client escalations
• Assist management in facilitating necessary training and process adjustments to fully align the North America overnight team
• Assist management with coaching and development of the Distribution team and improving departmental processes, including on the desk training support and mentoring specialists at all levels
• Provide ad hoc coaching and feedback sessions based on issues that arise when needed
• Identify training needs. Communicate training opportunities to manager and training specialists.
• Assist management in scheduling and organizing shifts based on workflow and customer contact trends. Aid management in covering critical or emergency shifts as necessary.
• Support the development of product manuals, FAQs and other internal editorial resources
• Liaise with Product teams, Development, Quality Assurance, Technical Operations, etc. as needed
• Build relationships with teams and departments with which Distribution interacts (i.e. Sales, Support, Development, etc.)
• Support of USCCSManagers emails
• Handles first-level escalations sent to CCS leadership team(s)
• Handles Tech Support queries; liaison to OnlineContent, DFS teams

Qualifications

• Previous leadership role experience preferred
• Knowledge across all Cision Distribution platforms required
• Proven reliability
• Proven ability to work well in a high-pressure environment
• Excellent communication (written and verbal) skills
• Strong technical troubleshooting and problem-solving skills
• Knowledge of Microsoft Office is required