Implementation Specialist L1

Cision Ltd.; London; On-site; Confidential; Full time

Job summary

A leading company in the communication sector seeks an Implementation Consultant to enhance customer onboarding experiences. You will work closely with clients to ensure effective platform adoption, achieving satisfaction and optimal time to value. This role requires excellent communication skills and the ability to manage multiple projects effectively.

Qualifications

• Proven experience in a customer-facing role managing multiple projects.
• Strong listening and communication skills to understand customer needs.

Responsibilities

• Perform customer-facing onboarding activities and platform training.
• Coordinate with cross-functional teams for smooth transitions.

Skills

Communication

Collaboration

Customer Success

Education

Undergraduate degree

Tools

MS Office Suite

Salesforce

Job description

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.

Empower your impact at Cision. Be seen, be understood, be you.

Position Overview

The Implementation Consultant in the Customer Experience organization will be responsible for the efficient and successful onboarding of all relevant customers across all our platforms, in alignment with the customers’ needs, achieving customer satisfaction, and ensuring optimal time to value.

The Implementation Consultant will work closely with the Customer Experience team to deliver a world-class experience for every customer at every touchpoint.

Essential Duties and Responsibilities

1. Perform customer-facing onboarding activities, including customer discovery, desired outcome creation, success planning, and in-depth platform training.
2. Conduct back-office onboarding activities, including new account activations, platform configuration, keyword/search entry, and refinement.
3. Execute against onboarding KPIs, such as milestone achievement, response time, time to value, and customer satisfaction.
4. Articulate customer desired outcomes and translate them into Cision Customer Success strategies.
5. Continuously develop knowledge of all Cision platforms to demonstrate credibility in onboarding customers.
6. Work in a consultative manner with customers to understand their needs and goals, providing tailored guidance for successful platform adoption.
7. Engage regularly with customers during onboarding to address questions and concerns, ensuring a high-quality onboarding experience.
8. Coordinate with cross-functional teams to ensure smooth transition from sales to onboarding to customer success.

Minimum Required Qualifications

• Undergraduate degree preferred.
• Excellent English language skills, both written and verbal; additional languages are advantageous.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint).
• Proven experience in a customer-facing role managing multiple projects.
• Ability to collaborate with internal teams to deliver key customer outcomes.
• Understanding of how to demonstrate and promote the use of Cision software and services.
• Strong listening and communication skills to understand customer needs and respond effectively.
• Experience in global newswire or media distribution organizations is favorable.
• Experience in public relations or communication is advantageous.
• Experience with Salesforce or similar customer success software is desirable.

For more information about Cision's solutions, visit www.cision.com. Cision is committed to diversity, equity, and inclusion and is an equal opportunity employer. Reasonable accommodations are provided upon request. Salary ranges are disclosed for residents of New York, Illinois, Colorado, Washington, and California.