Customer Success Associate APAC - Falcon.io

Melbourne, Australia Customer Experience Full-time
Falcon 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.
 
Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia, Chennai, Melbourne, and growing. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.
  
Falcon.io has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

About the Role

As a Customer Success Associate, you are focused on securing healthy long-term adoption & growth among your assigned portfolio of customers through trainings, follow-ups and additional check-ins. You are a driven, customer-centric team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers and grow them further. 

What you'll do:

  • Serve as the primary point of contact for the customer during and post-implementation of Falcon.io 
  • Develop a trusted advisor relationship with customer stakeholders to drive product adoption 
  • Educate customers on how to leverage features and new releases 
  • Understand the customer needs and link them to workflows in our products 
  • Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities 
  • Help strategise with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI 
  • Partner with internal Falcon.io stakeholders to align account activities with the customer’s business case and strategy 
  • Identify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewal and growth 

You will be a great fit if you have:

  • Experience in social media – or marketing agency environments 
  • Wish to develop and build a career in Customer Success or Account Management 
  • English to a native fluency level  
  • Customer-first mindset and strong relationship management skills (tailoring for the different stakeholders) 
  • Excellent problem-solving skills and good technical knowledge 
  • A passion for and strong knowledge of the digital marketing landscape to deliver valuable advice regarding Content Creation, Performance Marketing or Community Management 
  • Commercial acumen and comfortable with working towards set targets e.g. goal-driven and accountable 
  • Solid organisational skills like project management and milestone completion 
  • The drive to steer customers to succeed with a data-driven approach

What we offer:

  • An open and informal working environment defined by high levels of personal responsibility and follow-through 
  • Being part of a close-knit team in Melbourne that makes for an enjoyable work environment 
  • The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader  
  • A thorough on-boarding programme and access to online courses giving you the skills you need to succeed  
  • A competitive salary package with a solid base and a team-based commission model that is designed to ignite you 
  • Growth potential, in the Customer Experience department, we’re dedicated to help you steer your career towards achieving your own goals and start conversations about career development within your first year with us


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