Onboarding and Implementation Consultant

London, UK Customer Service 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.

The Onboarding & Implementation Consultant will be responsible for the efficient and successful onboarding of all relevant customers across all our platforms in alignment with the customers’ needs, achieving customer satisfaction ensuring optimal time to value. The O&I Consultant will be working closely with the rest of the Customer Experience team to deliver a world class experience for every customer at every touchpoint.

Key Responsibilities & Expectations

  • Performs customer facing onboarding activities, including but not limited to customer discovery, desired outcome creation, success planning and in-depth platform training
  • Performs back-office onboarding activities, including but not limited to new account activations, platform configuration, keyword/search entry and refinement
  • Executes against key onboarding KPIs, including key milestone achievement, response time, time to value, and customer satisfaction
  • Ability to articulate customer desired outcomes and convert into Cision Customer Success deliverables
  • Continually learning & developing knowledge of all Cision platforms demonstrating credibility to successfully onboard customers
  • Works in highly consultative manner with customers to determine and understand their needs and goals to provide tailored guidance in successful adoption of Cision platform
  • Engages customers regularly throughout the onboarding period to address customer questions and concerns, ensuring a world class onboarding experience
  • Works cross-functionally with all customer facing roles to ensure a smooth and successful transition from sales to onboarding to customer success

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 manage multiple projects to a deadline
  • Ability to collaborate with internal partners whilst coordinating key customer deliverables ensuring world class customer experience
  • Understands how to demonstrate the use & adoption of Cision software and services to achieve customer's outcomes and goals
  • Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally & written
  • Enthusiast; strong work ethic with a positive mindset, and can-do attitude
  • Experience working within global newswire or media distribution organization is favourable
  • Experience working within customer/public relations or communication is favourable
  • Experience with Salesforce and/or Customer Success software is desired
  • Excellent English language skills, written and verbal. Additional languages are an advantage.
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required  
  • Undergraduate degree is preferred 

What you will get?

  • Career progression opportunities
  • Dental and healthcare plan
  • Employee Assistance Programme (EAP)
  • Cision Extras – retail discounts
  • Learning Portal

The standard working hours will be 37.5 per week, Monday to Friday 09.00 to 17:30 excluding one-hour unpaid lunch break per day.

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

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.

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.