Head of Support Team EMEIA, Cision

12 Month Parental cover

Salary not provided

Excel

Salesforce

Expert level

Remote from UK

PR and marketing software

Job no longer available

PR and marketing software

1001+ employees

B2BAnalyticsCommunicationDigital MediaSaaSData AnalysisMedia

Job no longer available

Salary not provided

Excel

Salesforce

Expert level

Remote from UK

1001+ employees

B2BAnalyticsCommunicationDigital MediaSaaSData AnalysisMedia

Company mission

To use their software to provide prompt and professional resolutions that allow PR and Marketing professionals to focus on optimal communication.

Job

Company

Role

Who you are

Proven ability to drive improvements, cross-functionality, representing the Support team, with the customer experience at the core
Proven experience in managing customer-facing Managers & teams in a similar capacity (customer support, technical support)
Significant experience in customer/public relations or communications is desirable
Strong leader & collaborator with proven abilities to partner with internal stakeholders in support of fostering a cohesive and compelling customer experience
Advanced listening and verbal communication skills to understand both team & client needs or problems and respond clearly and concisely
Solid relationship building, influence and negotiation skills
Advanced project management skills and methodologies with expertise for organizing and leading multidiscipline teams and projects simultaneously
In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements
Adaptable to change and thrive in a fast-paced environment, managing conflicting priorities
Champions and implements industry best practices, current trends, with team members to enhance the overall quality and efficiency of customer support
In-depth expertise with Salesforce/JSM or similar CRM software is required
Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required

What the job involves

This role will lead the operational direction, continuous improvement, and daily management of the Customer Support team across EMEIA to create and sustain a culture that ensures the efficient execution and delivery of a successful customer support strategy for all product offerings in the Customer Experience function
This role proactively facilitates a relevant, timely and engaging experience in alignment to our customers current and future business needs in support of Cision’s goal of customer delight and long-term loyalty
Working with the EMEIA Team managers, global peers and CX leadership , the Head of Support Team EMEIA, will ensure the resolution of support cases in a timely, high-quality manner, driving high customer satisfaction and leading collaborative, cross-functional teamwork including Customer Success, Account Management, Product Management & Engineering plus other stakeholders across the business
Fully understanding the needs of our customers , the goals of Cision,as a business, and the ability to strategically delivery the desired customer experience is key to the success of this role
Articulates value and impact of function through customer satisfaction scoring, delivery metrics, stakeholder satisfaction & continuous business improvements
Lead, coach and manage the EMEIA Support Team Managers , responsible for hiring, performance management and disciplinary decisions for these roles
Orchestrates the delivery of efficient and responsive front-line customer support, including but not limited to change requests, technical issues, troubleshooting, product usage, and other general inquiries
Responsible for definition, delivery and measurement of best-in-class customer support ensuring the team exceeds support performance KPIs and goals, including first response SLAs CSATs, and a right-first-time approach
Is the point of escalation for Customer Support Team Managers, troubleshoots escalated issues, finds appropriate solutions, or triages further escalation as required
Analyses and identifies recurring customer issues and proactively identifies and proposes solutions
Monitors and reports team activities in JSM
Uses technology, data and rigorous business & root cause analysis to enhance both scale and impact, improve efficiencies and margins, and drive customer engagement strategies within the Customer Support function
Liaises and partners with various teams across the company on best practice tactics to ensure an enhanced customer experience; bring the customer voice into the company
Implement and continually refine processes across the Customer Support organization
Works cross-functionally and builds strong relationships with New Business, Account Management, Customer Success, Customer Onboarding, Customer Operations, and all other in-country and EMEIA wide stakeholders

Our take

As marketing and PR continues to be digitised, software that helps streamline and make their communication more efficient is in high demand. Cision ranks amidst the top PR Software companies and boasts over 100,000 public relations and marketing professionals globally.

The company is well established as a Media and Influencer Targeting Software and has rapidly become the market leader. As influencers have become more plentiful and effective, there is a forecast growth of brand spend on influencer marketing. Tools such as Cision are therefore looking to be in higher demand.

It is a global enterprise with a vast team of over 2000 employees, making it a company able to deal with high-frequency requests. Cision is already ranked as a leader in the $3 billion communications intelligence software and services market. In January 2025, Guy Abramo took over as CEO, having previously led legacy data management company GIS.