Implementation Specialist L1 Remote - USA - Hybrid

Cision Global; United States; Remote; Confidential; Full time

Job summary

Cision Global is seeking an Implementation Consultant to enhance customer onboarding experiences. This role involves working closely with the Customer Experience team to ensure customer satisfaction and optimal value across platforms. Ideal candidates will have strong communication skills and experience in customer-facing roles, contributing to a collaborative environment focused on innovation.

Qualifications

• Excellent English skills, both written and verbal; additional languages are a plus.
• Proven experience in customer-facing roles managing multiple projects.

Responsibilities

• Perform customer-facing onboarding activities like discovery and platform training.
• Achieve onboarding KPIs related to milestones and customer satisfaction.
• Coordinate with internal teams for smooth transitions from sales to onboarding.

Skills

Communication

Collaboration

Customer Management

Listening

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.

Role Overview

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

This role involves working closely with the Customer Experience team to deliver a world-class experience at every touchpoint.

Essential Duties and Responsibilities

1. Perform customer-facing onboarding activities, including discovery, success planning, and platform training.
2. Conduct back-office onboarding tasks such as account activation and platform configuration.
3. Achieve onboarding KPIs related to milestones, response times, time to value, and customer satisfaction.
4. Articulate customer outcomes and translate them into actionable success strategies.
5. Continuously develop knowledge of Cision platforms to effectively onboard customers.
6. Work consultatively with customers to understand their needs and provide tailored guidance.
7. Engage regularly with customers during onboarding to address questions and ensure a positive experience.
8. Coordinate with internal teams to ensure smooth transition from sales to onboarding and customer success.

Minimum Required Qualifications

1. Undergraduate degree preferred.
2. Excellent English skills, both written and verbal; additional languages are a plus.
3. Proficiency with MS Office Suite.
4. Proven experience in customer-facing roles managing multiple projects.
5. Ability to collaborate across teams and manage customer deliverables.
6. Understanding of Cision software and services for customer outcomes.
7. Strong listening and communication skills.
8. Experience in media or PR organizations is advantageous.
9. Experience with Salesforce or similar CRM software is desirable.

We are committed to diversity and inclusion, offering equal opportunities to all applicants and providing reasonable accommodations to qualified individuals with disabilities.