Customer Upgrade Consultant

Remote - USA Customer Support 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.


This job performs the efficient execution and delivery of successful client upgrades across our legacy platforms in alignment with client requirements to achieve client satisfaction and support long-term client loyalty.     

Key Accountabilities:

1. Performs efficient and responsive upgrades activities, including but not limited to account activations, platform configuration, migrations of lists, keyword migration and day-to-day activities during the various upgrade cohorts to the NexGen Comms Cloud. 

2. Learns and utilizes NexGen Comms Cloud platform as well as upgrade tools including back-end systems required to successfully upgrade a client. Experience with Boolean logic/operators is an essential asset for this role

3. Work with support teams to schedule training sessions with clients that have been upgraded to the NexGen Comms Cloud. 

4. Consults clients to determine their needs and goals to successfully meet client expectations. 

5. Engages the clients as needed throughout the upgrade process. 

6. Work closely with Account Managers and Client Experience teams to ensure

Responsibilities

  • Proactively work with customers to prepare for the upgrade and work very closely with the customer throughout the process to maintain transparency
  • Responsible for moving relevant customer data from legacy platforms to Cision’s new platform while facilitating the process between various internal teams
  • Provide consultative guidance on software optimization to help achieve organizational and functional goals
  • Optimize and implement search query strategy (keywords + platform features) that aligns with client objectives
  • Problem solve issues reported by clients promptly to provide a high-quality, positive customer experience
  • Deliver tailored client trainings to highlight functionality upgrades on the new platform and provide best practice solutions to ultimately turn each user into a power user.

Qualifications:

  • Bachelor’s degree (or equivalent) in Client / Public Relations, Communications or a related field is required. Expertise working within a global newswire/media distribution organization is preferred.  
  • Minimum of two (2) years’ experience in public relations or communications or in a SaaS based software environment
  • In-depth expertise with Salesforce or similar Customer Relationship Management software is required.    
  •  Experience using SQL tool is an essential asset
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint and Domo is essential. 
  • Advanced listening and verbal communication skills to understand client needs or problems and respond clearly and concisely. Solid relationship building, influence and negotiation skills.  
  • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements.   
  • Adaptable to work and thrive in a fast-paced environment.  
  • Ability to work independently and as a member of a team.   
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.
 
EEO/AA employer M/F/D/V, 41 CFR 60–1.4
 
Please see EEO is the law and EEO is the Law Supplement.
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.  

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