Key Responsibilities & Expectations:

• Performs customer-facing onboarding activities, including but not limited to customer discovery, desired outcome creation, success planning and in-depth platform training
• Performs back-office onboarding activities, including but not limited to new account activations, platform configuration, keyword/search entry and refinement 
• Executes against key onboarding KPIs, including key milestone achievement, response time, time to value, and customer satisfaction
• Ability to articulate customer desired outcomes and convert into Cision Customer Success deliverables
• Continually learning & developing knowledge of all Cision platforms demonstrating credibility to successfully onboard customers 
• Works in a highly consultative manner with customers to determine and understand their needs and goals to provide tailored guidance in the successful adoption of Cision platform
• Engages customers regularly throughout the onboarding period to address customer questions and concerns, ensuring a world-class onboarding experience
• Works cross-functionally with all customer-facing roles to ensure a smooth and successful transition from sales to onboarding to customer success 

Essential Skills and Experience

• Highly customer-focused; shows a real passion for the customer success industry  
• Driven, self-starter, enthusiastic and with an “ownership” mentality   
• Adaptable and ability to thrive in a fast-paced, ever-evolving environment  
• Proven experience in a customer-facing role demonstrating ability to manage multiple projects to a deadline 
• Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world-class customer experience 
• Understands how to demonstrate the use & adoption of Cision software and services to achieve customer outcomes and goals 
• Advanced listening and verbal communication skills to understand customer’s needs, and the ability to respond clearly and concisely both verbally & written 
• Enthusiast; strong work ethic with a positive mindset, and can-do attitude 
• Experience working within a global newswire or media distribution organisation is favourable 
• Experience working within customer/public relations or communication is favourable  
• Experience with Salesforce and/or Customer Success software is desired 
• Excellent English and German language skills, written and verbal. Additional languages are an advantage. 
• Working knowledge of MS Office Suite including Word, Excel and PowerPoint is required   

What you will get

• Career progression opportunities
• Dental and healthcare plan
• Employee Assistance Programme (EAP)
• Cision Extras – retail discounts
• Learning Portal