Client Success Manager, Cision

• Experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
• Bachelor’s degree and/or 3-5 years CSM experience

Desirable

• 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
• Customer Success at Cision is all about helping our customers achieve their desired outcomes
• Reporting to the Manager of Customer Success, CSMs partner with teams within CX as well as Account Management to maximize and deliver value from our products to our customers
• Using recognized CS tools and techniques such as success plans and business reviews, CSMs will couple their in-depth technical skills with relationship building to become the customer’s strategic partner, advising on how to best use our platforms to achieve their business outcomes
• Strong Oral and Written Communication: Summarizes and synthesizes outcomes from status calls and other sessions and documents critical project issues/updates. Communicates effectively with all project stakeholders. Tailors messages to address interests and concerns of client, partners, and project stakeholders
• Mentorship: Facilitates and manages the group dynamics with current team members and new hires in a professional manner
• Problem Solving: Removes obstacles and shares best practices with other members of the team
• Time Management: Manages time effectively to ensure priority items are handled first
• Collaboration: Actively maintains knowledge regarding functional area and changing trends, and shares with colleagues
• Adaptability: Realigns resources to meet changing customer/internal needs
• Professionalism: Is competent and decisive. Identifies an alternative resource if unable to meet commitments. Models others examples of good professional behavior and integrity
• Key Performance Indicators: this role requires the achievement of a minimum gross retention rate (GRR), Net Promoter Score (NPS) and successful completion of SuccessCOACHING certification
• Customer Objective Deduction: ability to identify customer objectives based on prompting questions
• Success Plans: creation of a success plan with the customer based on the agreed-upon objectives, with recommended next steps and clear timelines. Maintain and share progress updates at an agreed-upon cadence and hold all teams accountable to maintaining timelines by intervening as soon as risk presents itself
• Business Reviews: ability to gather important customer highlights (usage, completion of agreed-upon actions, survey responses) to hold a strategic dialogue around progress and recommendations on next steps/timelines
• Churn Risk Management: the use of tools to detect customer behaviors that could signal churn risk and propose mitigation options to internal stakeholders to agree and execute