Cision Group Ltd. ist ein weltweit führender Anbieter von Earned Media Management Software und unterstützt PR- und Kommunikationsprofis bei ihrer Arbeit. Die Software von Cision ermöglicht es modernen Kommunikatoren, wichtige Einflussfaktoren zu identifizieren, strategische Inhalte zu vermitteln, signifikante Auswirkungen durch Texte und Bilder zu analysieren und zu messen. Cision beschäftigt über 4.500 Mitarbeiter mit Niederlassungen in 23 Ländern weltweit.  

Weitere Informationen über Cision erhalten Sie hier:  http://www.cision.de/ oder auf Twitter @Cision.  

The Customer Success Manager in the newly created Customer Experience organisation will be responsible for the overall customer health, experience, and relationship for a portfolio of customers.

The Customer Success Manager will be working closely with a range of stakeholders and departments to deliver a world class experience for every customer at every touchpoint. 

Key Responsibilities:

  • Accountable for the overall health and success of a portfolio of customers
  • Partners with the Account Management team to develop overall account plan and strategy including customer goals, preferred outcomes and pain points.
  • Building and maintaining strong customer relationships to continuously improve overall customer experience whilst maximising RoI
  • Responsible for driving retention and expansion of our customers, including identification of upsell and cross-sell opportunities. 
  • Drive Customer Success best practices around periodic Business Reviews, Customer Success Planning, adoption strategies, governance, and advocacy
  • Responsible for proactive outreach to customers within their portfolio, providing feature awareness and updates, together with training responding to customer usage analysis. 
  • Proactive and reactive response to identified risks threatening customer experience and ultimately the renewal.
  • Acts as a point of escalation and resolution for customer issues
  • Represent their customers to key Cision where required including providing feedback on product and service enhancements.
  • Works cross-functionally and build strong relationships with New Business Sales, Account Management, Customer Support, Customer Onboarding, and Training teams
  • Demonstrates use of Cision software and key functionality to drive adoption aligned to customer’s outcomes and goals.
  • Performs other duties as required. 

What are we looking for?

  • 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 build long-term relationships - preference for customer success or account management experience in a SaaS company Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience. 
  • Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written. 
  • Enthusiast; strong work ethic with a positive mindset, and can-do attitude 
  • Influencing and negotiation skills  
  • Experience with Salesforce and/or Customer Success software is desired. 
  • Excellent German and English language skills, written and verbal.  
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required   
  • Undergraduate degree is preferred.  

What you will get?

  • Extensive range of training courses and on-the-job coaching for personal and professional development
  • Child Care
  • Regular team events
  • Monthly ticket allowance
  • Fitness
  • And much more...

If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!

#LI-DI1

Wenn Sie also in der rasant wachsenden Medienbranche der heutigen Zeit aufblühen, in dem kein Tag dem anderen gleicht, dann bewerben Sie sich jetzt. 

Im Gegenzug bieten wir Ihnen ein ansprechendes Arbeitsumfeld mit einem höchst motivierten Team. Sie werden einen hohen Grad an persönlicher Verantwortung und Möglichkeiten haben, Ihre Karriere in einem wachstumsstarken Markt auszubauen.