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Manager, Customer Success - Maternity Cover

Remote:

Full Remote

Contract:

Fixed term

Experience:

Senior (5-10 years)

Work from:

Canada

Offer summary

Qualifications:

Bachelor’s degree or 5+ years CSM experience, Experience in SaaS or customer service, Proficiency in CRMs and data analysis.

Key responsabilities:

Hold the team accountable for performance standards
Provide coaching and address performance issues
Resolve conflicts and ensure a fair work environment
Develop relationships across business units for trust
Implement strategic objectives and metrics for success

Cision UK Public Relations and Communications Large https://www.cision.co.uk/

1001 - 5000 Employees

See more Cision UK offers

Job description

Your missions

Customer Success at Cision is all about helping our customers achieve their desired outcomes. Reporting to the Senior Manager, Client Success the manager leads, coordinates, and manages the daily operations of a Client Success team (8 employees) to ensure the efficient and effective delivery of client services.

Responsibilities

Accountability: Holds the team and themselves accountable to the standards of performance by providing task clarity, setting limits or boundaries, communicating clear standards for high performance, and tasking corrective measures to ensure compliance.

Coaching: Provides leadership, guidance, and direction to team members. Addresses personnel performance issues quickly and directly with colleagues before escalating to management.

Conflict Management: Resolves issues by meeting 1:1 with team members and implements changes to ensure the work environment is fair and equitable.

Developing Others: Assesses team members and provides timely and consistent feedback regarding job responsibilities.

Interviewing: Able to determine candidate's fit into the Cision culture and any risk/red flags to the business

Leading Change: Reevaluates current procedures and suggests improvements to ensure an effective, streamlined process.

Relationship/Trust Building: Develops professional relationships with Cision associates from other business units and leverages those relationships. Interacts with others in a way that gives them confidence in one’s intentions and those of the organization. Builds trust and cohesiveness among the team members both internal and external to ensure project success. Promotes professional relationships between Cision as an organization and the client.

Strategic Thinking: Implements strategic objectives and develops metrics to assess attainment of work unit goals.

Team Building: Inspires and fosters team commitment, spirit, pride, and trust through team building activities.

Assignment will be from November 18, 2024, until January 5, 2026.

Qualifications

Achievement of team’s KPIs: ensures the attainment of a minimum gross retention rate (GRR) and Net Promoter Score (NPS), the successful completion of SuccessCOACHING certification for the team and monitoring the progression of client success plans development.

Churn/Retention Analysis: ability to deliver key actionable items from analyzing churned and renewed accounts.

Client Advocacy: Help CSMs identify client advocates for case studies and testimonials, coaches CSMs on how to foster long-term client relationships

Education: Bachelor’s degree and/or 5+ years CSM experience

Team Growth: foster a continuous improvement culture within the team with a focus on career progression.

Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools

Preferred Qualifications

Work Experience: customer success management, SaaS, customer service, public relations/communications, education

Technology: Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite

Education: public relations & communications background

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