Implementation Consultant

Overview

The Onboarding & Implementation Consultant in the Customer Experience organization is responsible for efficient onboarding of relevant customers across Cision platforms, aligning onboarding to customer needs to achieve satisfaction and optimal time to value.

What you'll do

• Perform customer-facing onboarding activities such as discovery, outcome creation, success planning, and platform training.
• Handle back-office onboarding tasks including new account activations, platform configuration, and keyword/search entry and refinement.
• Drive onboarding KPIs including milestone achievement, response time, time to value, and customer satisfaction.
• Translate customer desired outcomes into Cision Customer Success deliverables.
• Continuously learn Cision platforms to successfully onboard customers.
• Consult with customers to understand needs and goals and guide adoption of Cision platforms.
• Coordinate across sales-to-onboarding-to-customer-success roles for smooth customer transition.

What you'll need

• Excellent English communication skills (written and verbal).
• Working knowledge of MS Office Suite (Word, Excel, PowerPoint).
• Proven customer-facing experience managing multiple projects against deadlines.
• Ability to collaborate with internal partners and coordinate customer deliverables.
• Ability to demonstrate use and adoption of Cision software and services.
• Advanced listening and verbal communication skills to respond clearly and concisely.

Nice to have

• A graduate degree is preferred.
• Additional languages are an advantage.
• Experience in a global newswire or media distribution organization is favorable.
• Experience in customer/public relations or communication is favorable.
• Experience with Salesforce and/or Customer Success software is desired.