Customer Trainer, EMEIA

☞ Cision

View: 106

Update day: 01-06-2024

Location: London

Category: Education / Training

Industry: Media Communication

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Job content

Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

The Senior Customer Trainer in the EMEIA Customer Experience organisation will be responsible for the creation and delivery of training, education, and knowledge content to the EMEIA customer base through a variety of channels. The content will be engaging and align with the customers’ needs and their goals, ensuring maximised customer satisfaction. The Senior Customer Trainer will work closely with the rest of the Customer Experience organisation and Account Management teams to deliver a world class learning experience for our customers, mitigating risk of customer churn.

What are we looking for?

    • Performs customer facing training and education activities, including but not limited to scheduled remote public webinars, dedicated remote, In-person/face-to-face and classroom-based sessions and in-depth specific function & benefits training. Travel to customer offices may also be required.
    • Creates knowledge content to support Customer Support case deflection
    • Creates engaging & relevant content in a variety for formats to be utilised in Customer Success community, such as blogs, interviews, hints & tips
    • Executes against key Customer Training KPIs, including user attendance, at-risk saves, functionality adoption, increased consumption, and adoption
    • Ability to articulate customer desired outcomes and convert into Cision Customer knowledge and training content
    • Continually learning & developing knowledge of all Cision platforms demonstrating credibility to successfully train customers
    • Works in highly consultative manner with customers to determine and understand their needs and goals to provide tailored training supporting successful adoption of Cision platform
    • Continually creates innovative methods to drive enhanced education within customers; in turn improving customer renewal rates
    • Works cross-functionally with all customers facing roles to ensure a smooth and successful education experience

Essential Skills and Experience

    • Highly customer focused; shows a real passion for customer education
    • Driven, self-starter, enthusiastic and with an “ownership” mentality
    • Adaptable and ability to thrive in a fast-paced, ever-evolving environment
    • Proven experience in a customer-facing training role demonstrating ability to manage multiple projects to a deadline
    • Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience
    • Understands how to demonstrate the use & adoption of Cision software and services to achieve customer’s outcomes and goals
    • Advanced listening and verbal communication skills to understand customer’s needs, and ability to respond clearly and concisely both verbally & written
    • Enthusiast; strong work ethic with a positive mindset, and can-do attitude
    • Experience working within customer/public relations or communication is favourable
    • Experience with Salesforce and/or Customer Success software is desired
    • Excellent English language skills, written and verbal. Additional languages are an advantage.
    • Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required
    • Undergraduate degree is preferred

What you will get

    • Career progression opportunities
    • Dental and healthcare plan
    • Employee Assistance Programme (EAP)
    • Cision Extras – retail discounts
    • Learning Portal

If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!

#LI-FR1

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. 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™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
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.
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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Deadline: 16-07-2024

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