Premier Customer Support Coordinator

Cision US Beltsville, Maryland


Description

Position at Cision US

Premier Customer Support Coordinator

 

We are a leader in the professional communications software space. By investing in our brand and technologies, we are driving change in how communications pros distribute, monitor and evaluate their content. We invest in our people through training and management and empower them to drive their careers.

Responsibilities:

  • Day to day support of a book of accounts
  • Provide consultative guidance on software optimization to help clients achieve organizational goals and ROI
  • Problem solve issues reported by clients promptly to provide a high-quality, high-touch client experience
  • Take ownership of and communicate about all software support needs in your assigned customer base
  • Troubleshoot independently and collaborate effectively with other internal stakeholders to find and deliver solutions to customer issues
  • Proactively reach out to clients based on client need, historical trends, and usage data to ensure the client is receiving value from their solution
  • Effectively set expectations around software function and service delivery and meet or exceed all set targets
  • Stay current on product best practices, upcoming releases, and other features that could help your customers meet their goals

Qualifications:

  • Bachelor's degree preferred
  • Minimum 1+ years of experience in a customer success or other similar proactive customer-facing role
  • Public relations and/or software support experience is strongly preferred
  • A natural passion to create exceptional customer experiences and proactively resolve potential issues
  • Demonstrated ability to maintain ownership of customer relationships and identify and act on potential barriers to success
  • Solid communication skills with a focus on listening and questioning
  • Aptitude to identify and resolve underlying issues with advanced and creative troubleshooting skills
  • Ability to build trust and nurture customer and cross-departmental relationships
  • Excellent organizational skills with attention to detail and accuracy
  • Experience leading phone and virtual meetings
  • Boolean logic expertise is a plus

 

Company Insights:

 

What we offer our employees is a place to grow in the very exciting field of public relations and cutting-edge software support. Once you’re done solving your client’s challenges, why not head down the hallway to shoot some hoops on our indoor basketball court or relax in our spa room gazing at our tropical fish tank.

  • State-of-the-art office
  • Medical, dental, vision
  • FSA (Health & dependent care)
  • Life & disability insurance
  • 401(k)
  • Flexible PTO and work arrangements
  • Casual work environment
  • Tuition reimbursement & professional training

 

About Cision:


Cision Ltd. (NYSE: CISN) is a leading global provider of software and services to public relations and marketing communications professionals. Cision's software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 3,000 employees with offices in 15 countries throughout the Americas, EMEA, and APAC. For more information about its award-winning products and services, including the Cision Communications Cloud®, visit www.cision.com and follow Cision on Twitter @Cision.

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.

EEO/AA employer M/F/D/V, 41 CFR 60–1.4