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Team Lead – Client Success

Posted on 4/10/2023

INACTIVE

1,001-5,000 employees

Global provider of earned media software and services

Company Overview

Cision stands as a global leader in providing earned media software and services, offering a competitive edge through its ability to connect users with key influencers, distribute strategic content, and measure impact effectively. The company's culture is rooted in amplifying significant moments, leveraging a distribution platform trusted by numerous journalists and media outlets. With a reach extending to over 200,000 newsrooms, 20,000 journalist and influencer inboxes, and 8,000 websites and digital outlets, Cision's 65 years of industry experience ensures your story gains optimal visibility and engagement.

Data & Analytics

Company Stage

Series F

Total Funding

$1.7B

Founded

1866

Headquarters

Chicago, Illinois

Growth & Insights

Headcount

6 month growth

↓ -3%

1 year growth

↓ -2%

2 year growth

↓ -17%

Locations

Toronto, ON, Canada

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Salesforce

SQL

Communications

CategoriesNew

Sales & Account Management

Requirements

Execution: Assists the team in removing barriers that may stand in the way of achieving goals
Ownership: Perseveres and remains positive in challenging situations and in overcoming obstacles - owns creating solutions to get to the outcomes
Collaboration: Is open minded to innovative ideas or alternate ways of thinking; values and incorporates diverse perspectives. Listens, possesses self-awareness, and the ability to compromise when needed for the greater good/goal
Managing Change: Has innovative ideas and manages through resistance to deliver; challenges and manages through attitudes of resistance and 'we've always done it this way'
Customer Focus: Actively sees customer feedback to improve the Cision business
Inspires & Motivates Others: Has an open and inclusive mindset; fosters an environment of teamwork, creates a sense of belonging, and helps others to thrive. Is authentic and takes a genuine interest in others, wanting them to personally grow, develop and succeed

Desired Qualifications

Bilingual (French Speaker)
Work Experience: customer success management, SaaS, customer service, public relations/communications, education
Technology: Salesforce, ChurnZero, SQL, Five9, O365 Suite
Education: Public Relations and Communications background

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.

In Customer Experience, we are focused on providing customers with exceptional services. We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We are certified as a Great Place to Work 2022®.

Job Summary:

Cision’s Team Lead of Customer Experience will work closely with cross-functional teams to contribute and lead the design, implementation and optimization of customer experience programs and initiatives that ensure best-in-class customer experience. They will find success while working closely with the Customer Experience leadership team on strategic initiatives in line with company goals and objectives. This role will report directly to the Manager of Customer Experience.

Key Competencies:

Execution: Assists the team in removing barriers that may stand in the way of achieving goals
Ownership: Perseveres and remains positive in challenging situations and in overcoming obstacles – owns creating solutions to get to the outcomes
Collaboration: Is open minded to innovative ideas or alternate ways of thinking; values and incorporates diverse perspectives. Listens, possesses self-awareness, and the ability to compromise when needed for the greater good/goal
Managing Change: Has innovative ideas and manages through resistance to deliver; challenges and manages through attitudes of resistance and ‘we’ve always done it this way’
Customer Focus: Actively sees customer feedback to improve the Cision business
Inspires & Motivates Others: Has an open and inclusive mindset; fosters an environment of teamwork, creates a sense of belonging, and helps others to thrive. Is authentic and takes a genuine interest in others, wanting them to personally grow, develop and succeed

Preferred Qualifications:

Bilingual (French Speaker)
Work Experience: customer success management, SaaS, customer service, public relations/communications, education
Technology: Salesforce, ChurnZero, SQL, Five9, O365 Suite
Education: Public Relations and Communications background

#LI-Remote

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™ pledge and 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. Cision provides accommodation at any point during the recruitment and selection process, upon request, to applicants with disabilities. If contacted, please advise us if you require accommodation and we will work with you to meet your needs.

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.