Premier Customer Support Coordinator

Beltsville, MD
Apr 27, 2021
May 05, 2021
Full Time
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision's Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams' campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit and follow us on Twitter @Cision.Cision employs the brightest, most passionate people in the tech industry. We'd love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.As a Premier Customer Support Coordinator, you'll work with our team in support our Premier level clients. On a day to day, you'll proactively reach out to clients based on client need, historical trends, and usage data to ensure the client is receiving value from their solution. You'll be successful in this role, with an ability to build trust and nurture customer and cross-departmental relationships, aptitude to identify and resolve underlying issues with advanced and creative troubleshooting skills, and a natural passion to create exceptional customer experiences and proactively resolve potential issues.You'll help us with:Day to day support of a book of accountsProvide consultative guidance on software optimization to help clients achieve organizational goals and ROIProblem solve issues reported by clients promptly to provide a high-quality, high-touch client experienceTake ownership of and communicate about all software support needs in your assigned customer baseTroubleshoot independently and collaborate effectively with other internal stakeholders to find and deliver solutions to customer issuesEffectively set expectations around software function and service delivery and meet or exceed all set targetsStay current on product best practices, upcoming releases, and other features that could help your customers meet their goalsYou'll be a good fit if you have:Minimum 1+ years of experience in a customer success or other similar proactive customer-facing rolePublic relations and/or software support experience is strongly preferredDemonstrated ability to maintain ownership of customer relationships and identify and act on potential barriers to successSolid communication skills with a focus on listening and questioningExcellent organizational skills with attention to detail and accuracyExperience leading phone and virtual meetingsBoolean logic expertise is a plusCision is committed to building an environment where all employees are set up to thrive and reach their full potential. 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 (TM) pledge, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.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.EEO/AA employer M/F/D/V, 41 CFR 60-1.4Please see EEO is the law and EEO is the Law Supplement.Please review our Global Candidate Data Privacy Statement to learn about Cision's commitment to protecting personal data collected during the hiring process. "Cision endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Recruiting at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications."