Head Of Support Team

Summary

Join Cision's global team as the Head of Support Team EMEIA and lead the operational direction, continuous improvement, and daily management of the Customer Support team. You will be responsible for ensuring efficient execution and delivery of a successful customer support strategy, driving high customer satisfaction, and fostering collaboration across various teams. This role requires proven experience in managing customer-facing teams, strong leadership and communication skills, and in-depth analytical abilities. You will work to exceed support performance KPIs and goals, including first response SLAs, CSATs, and a right-first-time approach. Cision offers a comprehensive benefits package including paid time off, health benefits, and professional development opportunities.

Requirements

• Proven ability to drive improvements, cross-functionality, representing the Support team, with the customer experience at the core
• Proven experience in managing customer-facing Managers & teams in a similar capacity (customer support, technical support)
• Strong leader & collaborator with proven abilities to partner with internal stakeholders in support of fostering a cohesive and compelling customer experience
• Advanced listening and verbal communication skills to understand both team & client needs or problems and respond clearly and concisely
• Solid relationship building, influence and negotiation skills
• Advanced project management skills and methodologies with expertise for organizing and leading multidiscipline teams and projects simultaneously
• In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements
• Adaptable to change and thrive in a fast-paced environment, managing conflicting priorities
• Champions and implements industry best practices, current trends, with team members to enhance the overall quality and efficiency of customer support
• In-depth expertise with Salesforce/JSM or similar CRM software is required
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required

Responsibilities

• Articulates value and impact of function through customer satisfaction scoring, delivery metrics, stakeholder satisfaction & continuous business improvements
• Lead, coach and manage the EMEIA Support Team Managers, responsible for hiring, performance management and disciplinary decisions for these roles
• Orchestrates the delivery of efficient and responsive front-line customer support, including but not limited to change requests, technical issues, troubleshooting, product usage, and other general inquiries
• Responsible for definition, delivery and measurement of best-in-class customer support ensuring the team exceeds support performance KPIs and goals, including first response SLAs CSATs, and a right-first-time approach
• Is the point of escalation for Customer Support Team Managers, troubleshoots escalated issues, finds appropriate solutions, or triages further escalation as required
• Analyses and identifies recurring customer issues and proactively identifies and proposes solutions
• Monitors and reports team activities in JSM
• Uses technology, data and rigorous business & root cause analysis to enhance both scale and impact, improve efficiencies and margins, and drive customer engagement strategies within the Customer Support function
• Liaises and partners with various teams across the company on best practice tactics to ensure an enhanced customer experience; bring the customer voice into the company
• Implement and continually refine processes across the Customer Support organization
• Works cross-functionally and builds strong relationships with New Business, Account Management, Customer Success, Customer Onboarding, Customer Operations, and all other in-country and EMEIA wide stakeholders

Preferred Qualifications

Significant experience in customer/public relations or communications is desirable

Benefits

• Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
• An open and informal working environment defined by high levels of personal responsibility and follow-through
• An opportunity to partner with colleagues across the global offices of a social media SaaS industry leader
• A thorough onboarding programme and access to online courses giving you the skills you need to succeed
• Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employee’s cost + option to add family members
• Employee assistance plan (EAP) & Full Calm subscription