Head of Support Team EMEIA, Cision
12 Month Parental cover
PR and marketing software
Be an early applicant
PR and marketing software
1001+ employees
Be an early applicant
1001+ employees
Company mission
To use their software to provide prompt and professional resolutions that allow PR and Marketing professionals to focus on optimal communication.
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 February 2023, Cali Tran took over as CEO, having previously led the influential Brandwatch which was one of four high-profile acquisitions made by Cision between 2021 and 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Company benefits
- Career progression opportunities
- Dental and healthcare plan
- Employee Assistance Programme (EAP)
- Learning Portal
Company values
- STRONGER TOGETHER
- BE REAL. BE YOU
- IMAGINE THE IMPOSSIBLE
- MAKE AN IMPACT
- OWN IT
Company HQ
New Eastside, Chicago, IL
Articles
Leadership
Cali Tran
(CEO (Not Founder))Previously CEO at Brandwatch and Valassis and President at Centerfield and Vericast.
Diversity, Equity & Inclusion at Cision
Jasmin Zamora (Director, Engagement and Inclusion )
- 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
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