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Sector Director Customer Success

Chicago, Illinois, United States
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. 
 
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. 
 
Empower your impact at Cision. Be seen, be understood, be you. 

Customer Success Sector Director reports directly to the Regional Insights CX for Brandwatch. The Director has responsibility for the success of all Insights clients sitting within their category in the region.  The size of their sectors will vary but will typically be between $4million and $8million, covering up to around 50 clients. They will be responsible for the performance of the Sector by managing a group of experienced Customer Success individuals and Insights Consultants.
 
This leader represents our business and expertise to customers and potential customers. They are responsible for the strategic direction, growth and retention of team leaders and customers. The role serves as a senior-level communications research strategist, communications measurement thought-leader and consultative seller persona for prospective and existing clients up to the C-Suite level, leading strategy sessions and client meetings as required. They will lead, coach and manage a team of senior-level direct reports to support domestic and global clients based in these markets, ensuring the quality of work delivered to customers if of the highest standard meeting their business needs. 
 
This includes overseeing and supporting account teams to retain and grow existing clients, liaising with new business teams to identify targets and assist in bringing in new clients. Furthermore, the Insights Director should work with the Marketing and Insights functions to define a go to market strategy around the sector they operate within, also working to grow their industry profile inside and outside of the business.

Essential Duties and Responsibilities:

  • Manages a team of experienced Customer Success staff and Insights Consultants to ensure the sector is hitting GRR targets.
  • Ensures retention of existing client revenue, collaborating with insights leadership to develop consultative partnerships with key client stakeholders – from onboarding through to renewal
  • Joins / leads key customer presentations to present findings and recommendations 
  • Designs and leads best practice and innovation workshops for key customers 
  • Consults the customer on ways to evolve existing or requested deliverables to drive added value, working with product and delivery to execute 
  • Serves as a subject-matter expert and visible thought leader on a particular industry vertical 
  • Serves as a thought leader locally and across sector globally, working with Marketing teams and the Insights Solutions Strategy Team on sector-specific sample reports, case studies, industry trend studies, awards submissions and other thought leadership and lead generation activities 
  • Executes the creation of sales toolkits comprised of trend studies, case studies, sector expert profiles, and named conferences and events organized by sector to drive leads 
  • Partners with Sales Leadership and the Insights Solutions Strategy Team on growth strategy, enablement and scoping and pitching new/upsell business, including RFPs and net new opportunities 
  • Leverages client-facing position to drive upsell 
  • Coordinates with commercial leadership and account strategy to prioritize prospects and create strategic plans intended to drive pipeline; plans include who to target, when, with what materials (ideally custom reports for most promising prospects and where data exists) 

Additional duties: 

  • Oversees training, recognition and motivational activities to upskill the team and build strong employee retention, while promoting a “One Cision Insights” mindset with team and across sector teams globally 
  • Delivers relevant industry information to peers and team members across the department to facilitate the growth of industry knowledge across relevant team members 
  • Oversees performance management and disciplinary decisions for direct reports and their teams, in partnership with HR. 

Minimum Required Qualifications:

  • A minimum of a Bachelor's degree (B.A.) from four-year college or university. At least 8 years of experience in PR, Comms, or Marketing with at least 5 years of commercial experience
  • Graduate or Master's degree not required provided candidate can demonstrate sufficient industry experience
  • Experience doing individual analysis at some point in career
  • A minimum 5 years of experience leading teams and large customer relationships  
  • C-Suite level presentation skills  
  • High degree of communication, skill, versatility, and leadership  
  • Proven ability to resolve issues with customers and/or sales  
  • Proven analytical skills with systematic problem-solving abilities  
  • Advanced and demonstrated ability to build relationships, persuade and influence stakeholders, clients, and vendors 
  • Advanced ability to develop and present innovative ideas and best practices and conceptualize innovative approaches and solutions  

 
Other Qualifications and Requirements:  

  • Attention to detail and accuracy
  • Written communication skills
  • Verbal communication skills
  • Customer service skills
  • Supervisory skills
  • Interpersonal skills
  • Leadership skills
  • Strategic thinking
  • Self-starter
  • Project management skills
  • Teamwork
  • Budgeting experience
  • Problem solving skills
  • Ability to adapt to change and balance competing demands 

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™ pledge and 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.
 
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process. 

 

 

For Individuals based in New York, Illinois, Colorado, Washington, and California, Cision is required to disclose a salary range for this role. This compensation range is specific to these states, however base pay may vary depending on a range of relevant factors.

Chicago Pay Range

$100,000 - $118,000 USD

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