Manager, Customer On-boarding

Cision US Chicago, Illinois


Description

Position at Cision US

Manager, Customer On-boarding 

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
  • Work closely with cross-functional teams to eliminate barriers to enable onboarding consultants to get customers to value quickly
  • Work closely with the Director of Customer Onboarding to manage hiring plans and work on strategic initiatives in line with company goals and objectives.
  • Manage performance and retention of the team through consistent metric reviews and reporting 
  • Provide call and strategy coaching to constantly up-level the team and ensure high-value customer communication 
  • Lead weekly onboarding portfolio reviews with the team to ensure onboarding throughput, and serve as a point of escalation to deliver a positive customer experience 
  • Lead and develop a team of onboarding consultants who manage a portfolio of 10-15 new software customers at a time 
Qualifications
  • Experience working with customers through a company’s growth mode or acquisition
  • Solid customer success management experience and understanding of customer onboarding and retention in a B2B SaaS subscription business
  • Successful track record of consistently onboarding and supporting customers in a timely manner and driving platform usage and adoption
  • Advanced understanding of analytics to identify areas to improve operations in the team and organization 
  • Excellent customer facing communication skills 
  • Strong knowledge of the PR, Communications, and Marketing industry 
  • 3-5 years in a customer success or implementation position and a minimum of 2 years building employee relationships and managing a customer-facing team at a SaaS company 

Company Insights:

  • 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
  • Gym on site
  • 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 4,000 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.

Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. 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, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.

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