Manager, Onboarding

Chicago, Illinois, USA Customer Service 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's Manager of Onboarding services will work closely with cross-functional teams to eliminate barriers to enable onboarding consultants to get customers to value quickly. He/she will find success while working closely with the Director of Customer Onboarding to manage hiring plans and work on strategic initiatives in line with company goals and objectives. We are looking for candidates with experience working with customers through a company’s growth mode or acquisition. In addition, solid customer success management experience and understanding of customer onboarding and retention in a B2B SaaS subscription business experience will deem the manager and team's success.

You'll help us with:

  • Manage performance and retention of the team through consistent metric reviews and reporting 
  • Provide call and strategy coaching to constantly up-level the team and ensure high-value customer communication 
  • Lead weekly onboarding portfolio reviews with the team to ensure onboarding throughput, and serve as a point of escalation to deliver a positive customer experience 
  • Lead and develop a team of onboarding consultants who manage a portfolio of 10-15 new software customers at a time 

You'll be a good fit if you have:

  • Successful track record of consistently onboarding and supporting customers in a timely manner and driving platform usage and adoption
  • Advanced understanding of analytics to identify areas to improve operations in the team and organization 
  • Excellent customer facing communication skills 
  • Strong knowledge of the PR, Communications, and Marketing industry 
  • 3-5 years in a customer success or implementation position and a minimum of 2 years building employee relationships and managing a customer-facing team at a SaaS company 
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.