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Job Summary: The Onboarding team is a global team of product experts whose mission is to enable customers to turn social data into practical insights that inform strategic business decisions. We provide customers with a tailored and scalable data and visualisation ecosystem, as well as enablement programs that empower customers with the knowledge and skills to confidently use Brandwatch and utilise social intelligence to harness the power of social across the enterprise. This role is primarily one of consulting and coordinating people across multiple internal and external teams to ensure the smooth planning, execution and implementation of small and large-scale setup solutions across the Brandwatch product suite.
Essential Duties and Responsibilities
- Performs customer facing onboarding activities, including but not limited to customer discovery, desired outcome creation, success planning and in-depth platform training.
- Performs back-office onboarding activities, including but not limited to new account activations, platform configuration, keyword/search entry and refinement.
- Executes against key onboarding KPIs, including key milestone achievement, response time, time to value, and customer satisfaction.
- Continually learning & developing knowledge of all Cision platforms demonstrating credibility to successfully onboard customers.
- Engages customers regularly throughout the onboarding period to address customer questions and concerns, ensuring a world class onboarding experience.
- Works cross-functionally with all customer facing roles to ensure a smooth and successful transition from sales to onboarding to customer success.
We’re looking for someone who:
- Will become an expert in the Brandwatch suite of products and stays up to date on industry trends
- Can autonomously design and deliver project solutions in a way that addresses all of the client's objectives, while allowing for future scalability.
- Can coordinate resources and delegate where needed ensuring all work meets the highest level of standard
- Is able to drive long-term product adoption by making proactive recommendations about best practices and potential projects, advancing clients in their use of the platform
- Thrives on consulting with clients, getting to truly understand their requirements and helping them achieve their business goals
- Can manage several complex customer engagements simultaneously, balancing the needs of multiple customer stakeholders, while ensuring a successful and timely completion
- Represent Brandwatch in client-facing meetings by presenting to users and key stakeholders
- Represents the team and builds exposure internally and externally (events).
Minimum Required Qualifications
- A Graduate degree is preferred
- A passion for helping customers and a dedication to providing a best-in-class service experience.
- 3-4+ years of prior experience with software onboarding or customer-facing roles.
- An ability to adapt quickly to new software and constantly changing business requirements.
- An ability to use data to analyze results and present data-driven decisions
- Experience working in a deadline-driven environment
- Strong communication skills and the ability to build strong relationships quickly
- Excellent English language skills, written and verbal. Additional languages are an advantage
Preferred Qualifications:
- Experience in social media management and/ or social listening tools.
- Fluency in additional languages, with a preference for Chinese, Japanese, or Korean.
- Ability to quickly learn new skills and technologies
Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.
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.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
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