Enterprise Customer Advocate - Agency

Austin, Texas, 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.


As an Enterprise Customer Advocate, you will oversee customer support through a variety of technical and functional requests that help customers best use the Cision platform. This role will focus on and partner with Cision's Enterprise Agency clients.

What You'll Do:

  • Provide day-to-day support of a book of Enterprise level customer accounts via phone and email
  • Create new builds and optimizations to customer searches using Boolean Logic
  • Communicate technical topics to both technical and non-technical audiences
  • Use time wisely to maintain personal and team KPI’s while prioritizing customer requests and tasks
  • Document and maintain client and knowledge playbooks on break-fix, troubleshooting, and customer provisioning tasks
  • Provision customer accounts when applicable or part of a customer upsell 
  • Participate in customer escalation calls as a technical resource
  • Work cross-functionally between teams and departments to ensure customer success
  • Assist to provide onboarding training for new hires and peers when needed  
  • Understand and promote the value of Cision products and services to the customer
  • Promote and champion diversity and inclusion along with upholding Cision’s company values

Requirements:

  • Previous experience in a customer support role
  • Experience working with Agency clients is a plus
  • Understanding of critical goals, challenges, and key performance indicators of accounts
  • Ability to provide successful outcomes to high value customers
  • Understanding of how to investigate issues differently depending request type and solution needed
  • Ability to approach handling product updates, customer focuses, and departmental updates with ease and flexibility 
  • Experience working independently and part of a team successfully and with confidence
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.  

Cision endeavors to make https://www.cision.com/careers/#jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Recruiting at Recruiting@Cision.com.  This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.”