Bilingual Implementation Specialist - Fixed Term

As an Implementation Consultant, you will assist new and existing customers and will work closely with sales, account management and customer success to help customers achieve their goals using the Cision software. Requires strong technical and project management skills, and ability to communicate to various levels within the customer’s and internal organization. You will report directly to the Manager of Implementation.

Key Competencies

Strong Oral and Written Communication: presenting and leading customers through a project plan, facilitating exchange of ideas, status and issues
Mentorship: Provide leadership and guidance to new team members
Problem Solving: Recognizes obstacles and uses resources to identify solutions
Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
Collaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles
Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
Key Performance Indicators: this role requires the achievement of case duration and customer satisfaction (CSAT)
Qualifications
Project Planning: Develops project schedules and guides customers and team members through status meetings to encourage participation and promote collaboration
Execution: Manages an implementation project to key milestones with moderate supervision
Consultation: Identifies customer needs by listening to and analyzing the information provided. Delivers professional services after putting analysis into context and pointing out correlations between issues
Objection Handling: Asks discovery questions to understand customer’s pain points, concerns and questions
Education: High School Diploma or GED equivalent
Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
Preferred Qualifications
Technology: Salesforce, ChurnZero, Jiminny, Calendly, Office 365 Suite
Education: public relations and communications background
Work Experience: SaaS, customer service, public relations/communications