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Onboarding & Training Consultant Emeia

4 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 Onboarding & Training Consultant in the EMEIA Customer Experience organisation will be responsible for the efficient and successful onboarding and training of all relevant customers across all our platforms and markets (with focus on the UK segment) in alignment with the customers’ needs, achieving customer satisfaction ensuring optimal time to value. The O&T Consultant will be responsible for the creation and delivery of training, education, and knowledge content working closely with the rest of the Customer Experience team to deliver a world class experience for every customer at every touchpoint._**

**Key Responsibilities & Expectations**:

- Performs customer facing onboarding and training activities, including but not limited to customer platform account and user setup and onboarding planning, scheduled remote public webinars, dedicated remote and classroom-based sessions and in-depth specific function education.
- Creates knowledge content for internal and external use to support Customer Support case deflection
- Performs back-office onboarding activities, including but not limited to new account activations, platform configuration, keyword/search entry and refinement.
- Executes against key onboarding and training KPIs, including response time, time to value, and customer satisfaction.
- Responsible for hosting weekly Live Webinars in the UK across platforms and the continuous improvement and development to those.
- Works in highly consultative manner with customers to determine and understand their needs and goals to provide tailored guidance in successful adoption of Cision platform.
- Engages customers regularly throughout the onboarding and training periods to address customer questions and concerns, ensuring a world class onboarding and training experience.
- Works cross-functionally with all customer facing roles to ensure a smooth and successful transition from sales to onboarding to customer success or support teams.

**What are we looking for?**:

- Highly customer focused; shows a real passion for the customer experience industry.
- Driven, self-starter, enthusiastic and with an “ownership” mentality.
- Enthusiast; strong work ethic with a positive mindset, and can-do attitude
- Adaptable and ability to thrive in a fast-paced, ever-evolving environment
- Proven experience in a customer-facing role demonstrating ability to manage multiple projects to a deadline
- Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience
- Understands how to demonstrate the use & adoption of a software and services to achieve customer's outcomes and goals.
- Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally & written
- Excellent English language skills, written and verbal. Other languages are an advantage.
- Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required
- Undergraduate degree is preferred

**What you will get**:

- Career progression opportunities
- Dental and healthcare plan
- Employee Assistance Programme (EAP)
- Cision Extras - retail discounts
- Learning Portal

**If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you**

***

**#LI-FR1 #LI-Hybrid**

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.