Implementation Consultant

Job Summary: The Onboarding & Implementation Consultant in the Customer Experience organization 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.

Essential Duties And Responsibilities

• 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.
  
  

Minimum Required Qualifications

• A Graduate degree is preferred.
• Excellent English language skills, written and verbal. Additional languages are an advantage.
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required.
• 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.
• Experience working within global newswire or media distribution organization is favorable.
• Experience working within customer/public relations or communication is favorable.
• Experience with Salesforce and/or Customer Success software is desired.