Customer Upgrade Consultant

Published date Posted on Indeed on Oct 07, 2021 (18 d ago)
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.

This job performs the efficient execution and delivery of successful client upgrades across our legacy platforms in alignment with client requirements to achieve client satisfaction and support long-term client loyalty.

Key Accountabilities:

1. Performs efficient and responsive upgrades activities, including but not limited to account activations, platform configuration, migrations of lists, keyword migration and day-to-day activities during the various upgrade cohorts to the NexGen Comms Cloud.

2. Learns and utilizes NexGen Comms Cloud platform as well as upgrade tools including back-end systems required to successfully upgrade a client. Experience with Boolean logic/operators is an essential asset for this role

3. Work with support teams to schedule training sessions with clients that have been upgraded to the NexGen Comms Cloud.

4. Consults clients to determine their needs and goals to successfully meet client expectations.

5. Engages the clients as needed throughout the upgrade process.

6. Work closely with Account Managers and Client Experience teams to ensure

Responsibilities

    • Proactively work with customers to prepare for the upgrade and work very closely with the customer throughout the process to maintain transparency
    • Responsible for moving relevant customer data from legacy platforms to Cision’s new platform while facilitating the process between various internal teams
    • Provide consultative guidance on software optimization to help achieve organizational and functional goals
    • Optimize and implement search query strategy (keywords + platform features) that aligns with client objectives
    • Problem solve issues reported by clients promptly to provide a high-quality, positive customer experience
    • Deliver tailored client trainings to highlight functionality upgrades on the new platform and provide best practice solutions to ultimately turn each user into a power user.

Qualifications:

    • Bachelor’s degree (or equivalent) in Client / Public Relations, Communications or a related field is required. Expertise working within a global newswire/media distribution organization is preferred.
    • Minimum of two (2) years’ experience in public relations or communications or in a SaaS based software environment
    • In-depth expertise with Salesforce or similar Customer Relationship Management software is required.
    • Experience using SQL tool is an essential asset
    • Working knowledge of MS Office Suite including Word, Excel, PowerPoint and Domo is essential.
    • Advanced listening and verbal communication skills to understand client needs or problems and respond clearly and concisely. Solid relationship building, influence and negotiation skills.
    • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements.
    • Adaptable to work and thrive in a fast-paced environment.
    • Ability to work independently and as a member of a team.
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC.
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.
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.
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

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