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Team Lead, Customer Support

Remote - USA
 

 

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. 

Job Title: Team Lead, Support, Customer Experience

About Customer Experience

In Customer Experience, we are focused on providing customers with exceptional services. We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We are certified as a Great Place to Work 2022®.

Job Summary

Cision’s Team Lead of Customer Experience will work closely with cross-functional teams to contribute and lead the design, implementation and optimization of customer experience programs and initiatives that ensure best-in-class customer experience. They will find success while working closely with the Customer Experience leadership team on strategic initiatives in line with company goals and objectives. This role will report directly to the Manager of Customer Experience.

Key Competencies

· Execution: Assists the team in removing barriers that may stand in the way of achieving goals

· Ownership: Perseveres and remains positive in challenging situations and in overcoming obstacles – owns creating solutions to get to the outcomes

· Collaboration: Is open minded to innovative ideas or alternate ways of thinking; values and incorporates diverse perspectives. Listens, possesses self-awareness, and the ability to compromise when needed for the greater good/goal

· Managing Change: Has innovative ideas and manages through resistance to deliver; challenges and manages through attitudes of resistance and ‘we’ve always done it this way’

· Customer Focus: Actively seeks customer feedback to improve the Cision business

· Inspires & Motivates Others: Has an open and inclusive mindset; fosters an environment of teamwork, creates a sense of belonging, and helps others to thrive. Is authentic and takes a genuine interest in others, wanting them to personally grow, develop and succeed

Preferred Qualifications

· Work Experience: customer success management, SaaS, customer service, public relations/communications, education

· Technology: Salesforce, ChurnZero, SQL, Five9, O365 Suite, JSM/Jira

· Education: public relations and communications background

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. 

 

 

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