Customer Success Associate - Falcon.io

Melbourne, Australia Customer Service Full-time
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
 
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.

As a Customer Success Associate at Falcon.io, you are focused on securing healthy long-term adoption 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. 

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 strategize 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 (account managers and support advisors) 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 

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 
  • English to a native fluency level (other languages such as Japanese are a plus) 
  • 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  
About Falcon.io 
Falcon.io provides a unified SaaS platform for social media listening, advertising, 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 and Melbourne. 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. We joined the Cision family in January 2019, and together we help brands build better relationships with their customers.

Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. 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, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.

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.