Bilingual Implementation Consultant

Summary

Join Cision and leverage your project management, technical, and customer service skills to enhance client news monitoring and reporting. You will plan and execute projects, identify customer goals, build news searches using Boolean logic, and conduct training sessions. This role demands excellent communication and collaboration with internal teams and clients. You will manage project progress, build customer trust, and contribute to product improvement through customer feedback. The position requires experience in customer relationship management within a SaaS environment and fluency in French and English.

Requirements

• Previous experience, minimum 1-3 years, building relationships and managing a portfolio of customers at a SaaS company
• Excellent customer facing communication and project management skills
• Solid customer success management experience and understanding retention in a B2B SaaS subscription business
• Previous experience and/or knowledge of Boolean search logic
• Must be bilingual in French and English
• This position requires advanced knowledge of written and spoken English since you will have weekly interactions with other employees and clients based outside of Quebec

Responsibilities

• Plan, organize and direct the completion of projects in an organized and timely fashion
• Identify customer goals and research brands, competitors, and industries to provide recommendations for set-up and best practices within the platform, as well as establish project timelines
• Build comprehensive and accurate news searches for customers using Boolean logic
• Organize and lead a series of phone and web conference calls throughout the project to deliver platform and feature training, workflow recommendations and strategic guidance for customers
• Manage internal communication on all project progress and status with thorough documentation and organization in Salesforce
• Collaborate with all appropriate internal teams to deliver a world class customer experience and help drive the product forward by sharing customer feedback
• Build customer trust and deliver high quality customer service