Remote - Canada Customer Experience Regular remote
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.
In this exciting position, you will use your project management, technical and customer service skills to implement, improve and evolve client’s news monitoring needs and reporting to meet their business needs.
Responsibilities
- Plan, organize and direct the completion of projects in an organized and timely fashion
- 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 project timelines
- Build comprehensive and accurate news searches for customers using Boolean logic
- Organize and lead a series of phone and web conference calls throughout the project to deliver platform and feature training, workflow recommendations and strategic guidance for customers
- Manage internal communication on all project progress and status with thorough documentation and organization in Salesforce
- Collaborate with all appropriate internal teams to deliver a world class customer experience and help drive the product forward by sharing customer feedback
- Build customer trust and deliver high quality customer service
Qualifications
- Previous experience, minimum 1-3 years, building relationships and managing a portfolio of customers at a SaaS company
- Excellent customer facing communication and project management skills
- Solid customer success management experience and understanding retention in a B2B SaaS subscription business
- Previous experience and / or knowledge of Boolean search logic
- Must be bilingual in French and English
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