Customer Success Associate

Summary

Join Cision as a Client Success Associate (CSA) and become the conductor of your customer's journey, ensuring their long-term needs are met. You will build strong relationships, understand customer needs and goals, and guide them through the Cision universe. Key responsibilities include managing a customer portfolio, identifying growth opportunities, creating customer success plans, driving software adoption, reporting customer health, resolving technical requests, advocating for customer feedback, and participating in business reviews. This role requires a college diploma in Business Administration or a related field, basic knowledge of customer success software, and experience in a customer-facing role. A bachelor's degree in communications or public relations is considered an asset.

Requirements

• College Diploma (or equivalent) in Business Administration or a related field is required
• Basic knowledge in customer success software (such as ChurnZero or Gainsight)
• Experience in a Customer facing role(s)

Responsibilities

• Manage a portfolio of customers with a monitoring subscription
• Identify and pass growth opportunities to the account manager
• Create and maintain a customer success plan for each of your customers
• Ensure customers successfully move through the customer journey
• Drive software adoption
• Report customer health and adoption to account managers and advise on strategies to action
• Resolve software technical requests
• Assess and advocate on behalf of your customers and their feedback
• Actively participate in executive business reviews
• Tech-touch approach to client success
• Facilitate client hand-off from the implementation team
• Performs other duties as required

Preferred Qualifications

Bachelor’s degree in communications or public Relations