Customer Success Associate - London, United Kingdom - Cision

Cision

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Cision employs the brightest, most passionate people in the tech industry.

We'd love for you to join our growing team We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals.

To us, the most important measure of our success is yours.

The Customer Success Associate in the newly created Customer Experience department will be responsible for the overall customer health, experience, and relationship for a portfolio of customers.

The Customer Success Associate will be working closely with a range of stakeholders and departments to deliver a world-class experience for every customer at every touchpoint.

What you'll do:

Accountable for the overall health and success of a portfolio of customers
Partners with the Account Management team to develop the overall account plan and strategy including customer goals, preferred outcomes, and pain points
Building and maintaining strong customer relationships to continuously improve the overall customer experience whilst maximising RoI
Responsible for driving retention and expansion of our customers, including identification of upselling and crosssell opportunities
Drive Customer Success best practices around periodic Business Reviews, Customer Success Planning, adoption strategies, governance, and advocacy
Responsible for proactive outreach to customers within their portfolio, providing feature awareness and updates, together with training responding to the customer usage analysis
Proactive and reactive response to identified risks threatening customer experience and ultimately the renewal
Acts as a point of escalation and resolution for customer issues
Represent their customers to key Cision where required including providing feedback on product and service enhancements
Works crossfunctionally and build strong relationships with New Business Sales, Account Management, Customer Support, Customer Onboarding, and Training teams
Demonstrates use of Cision software and key functionality to drive adoption aligned to customer's outcomes and goals
Performs other duties as required

What you have:

Experience with Salesforce and/or Customer Success software is desired
Excellent English language skills, written and verbal. Additional languages are an advantage.
Working knowledge of MS Office Suite including Word, Excel, PowerPoint and is required
Highly customer focused; shows a real passion for the customer success industry
Driven, selfstarter, enthusiastic, and with an "ownership" mentality
Adaptable and ability to thrive in a fastpaced, everevolving environment
Proven experience in a customerfacing role demonstrating the ability to build longterm relationships preference for customer success or account management experience in a SaaS company
Ability to collaborate with internal partners whilst coordinating key customer deliverables ensuring a worldclass customer experience
Advanced listening and verbal communication skills to understand customer's needs, and the ability to respond clearly and concisely both verbally and in writing
Enthusiast; strong work ethic with a positive mindset, and cando attitude
Influencing and negotiation skills
Undergraduate degree is preferred

What we offer:

Holiday 25 days holiday per year + bank holidays, ability to carry 5 days over each year.
Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee's expense); Group life assurance employer paid
Sports benefit gym/sport membership contribution 50% or up to 25 GBP per month employer contribution
Cycle to work; Employee discounts platform through Reward Gateway
Dental insurance preference premiums at employee's cost + option to add family members
Employee assistance plan (EAP) & Full Headspace subscription
Maternity/parental leave policy & Sabbatical leave policy