Client Onboarding Consultant

Chicago, Illinois, USA Customer Experience Full-time
Cision 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.

Cision is looking for an Onboarding Consultant to join our Customer Service and Support team in our downtown Austin, Chicago, or Beltsville offices.

In this exciting position, you will use your project management, technical, and customer service skills to guide new customers through a smooth and value-driven onboarding to the Cision platform. The onboarding consultant team works with customers throughout the first month of their partnership with Cision to deliver a best-practice based set-up, adoption through live platform trainings, and continued success post-onboarding through a thoughtful transition to Support and Account Management. 

What You'll Do:

  • Serve as an Onboarding Consultant for around 15 mid-market customers a month 
  • Manage all aspects of the onboarding process in TaskRay, an onboarding project management software 
  • Identify customer goals and research brands, competitors, and industries to provide recommendations for set-up and best practices within the platform, as well as establish an onboarding timeline 
  • Build comprehensive and accurate news searches for customers using Boolean logic 
  • Organize and lead a series of phone and web conference calls throughout the onboarding to deliver platform and feature training, workflow recommendations, and strategic guidance for customers 
  • Manage internal communication on onboarding portfolio progress and status with thorough documentation and organization in TaskRay and Salesforce 
  • Collaborate with all appropriate internal teams to deliver a world-class customer-experience and help drive the product forward by sharing customer feedback 
  • Work cross-functionally with internal product and development teams to quickly resolve software issues affecting customer experiences 
  • Develop a post-onboarding customer success plan for each of your onboarding accounts 
  • Build customer trust and deliver high quality customer service 

Here's What We're Looking For:

  • Previous experience, minimum of 1 - 3 years, building relationships and managing a portfolio of customers at a SaaS company 
  • Solid customer success management experience and understanding of onboarding and retention in a B2B SaaS subscription business 
  • Successful track record of consistently onboarding customers in a timely manner and driving platform usage and adoption 
  • Excellent customer facing communication and project management skills 
  • It’s a plus if you have: project management experience and/or knowledge of Boolean search logic 
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™ pledgeand 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.