In Customer Experience, we are focused on providing customers with exceptional services. We identify the customer needs, respond to their queries, and collaborate with internal stakeholders to optimize customer services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We are certified as a Great Place to Work 2022.
The Enablement Consultant is responsible for providing virtual training on Cision's processes, products & features. In this role, you will prepare, evaluate, and execute training based on the needs of the request and product offering. This includes identifying skill and knowledge gaps to modify training as necessary for successful adoption. This role reports to the Director of Enablement.
What you'll do:Strong Oral and Written Communication: Prepare status reports on clients in order to provide an up-to-date picture of team progress. Deliver clear and concise messages. Listen effectively and respect the contributions of others.Mentorship: Provide leadership and guidance to new team members.Problem Solving: Recognize obstacles and use resources to identify solutions.Time Management: Use time productively and distinguish between low and high priorities with limited guidance.Collaboration: Communicate at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partner with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintain knowledge regarding functional area and changing trends.Adaptability: Rapidly adapt to new information, changing conditions, or unexpected obstacles.Professionalism: Learn by mistakes and use knowledge for self-improvement. Deliver on promises timely and meet commitments.Conduct weekly training office hours, orientation sessions, and webinars.Key Performance Indicator: measurable outcomes tied to specific role responsibilities include CSAT (Customer Satisfaction), Adoption rate.What you have:Bilingual language skills required - English and German1-2 years of experienceAbility to develop courses and instructional material to educate technical and non-technical customers and personnelAbility to plan and deliver written/oral communication that is impactful and persuasiveAbility to slow down to listen to the needs of the customer, team, and stakeholdersPreferred Qualifications:Salesforce, ChurnZero, JIRA, HighSpot, Sharepoint, Learning Management System and/or knowledge center experience a plusProven work as a Training Consultant, Training Coordinator, or similar role with hands-on experience organizing training eventsWhat we offer:Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!Possibility to work fully remoteHealth 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 paidSports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contributionCycle to work; Employee discounts platform - through Reward GatewayDental insurance - preference premiums at employee's cost + option to add family membersEmployee assistance plan (EAP) & Full Calm subscriptionMaternity/parental leave policy & Sabbatical leave policy
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