Customer Success Associate

6 months ago

London, United Kingdom Cision Full time

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 cross-sell 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 cross-functionally 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, self-starter, enthusiastic, and with an “ownership” mentality
- Adaptable and ability to thrive in a fast-paced, ever-evolving environment
- Proven experience in a customer-facing role demonstrating the ability to build long-term relationships - preference for customer success or account management experience in a SaaS company
- Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring a world-class 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 can-do 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

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