Head of Support Team EMEIA - Parental cover (12 months)

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.

Empower your impact at Cision. Be seen, be understood, be you.

Cision is a leading media technology and analytics company that enables marketers and communicators to effectively manage their earned media programs in coordination with paid and owned channels to drive business impact. As the creator of the Cision Communications Cloud, the first-of-its-kind earned media cloud-based platform, Cision has combined best in class applications for the PR professional to optimize their work and attribute the impact of their campaigns in real quantifiable terms. Blending market leading database, monitoring, distribution, analytics and insights tools in one suite, Cision is transforming the profession and elevating the craft of public relations into a formidable part of the marketing mix.

This role will lead the operational direction, continuous improvement, and daily management of the Customer Support team across EMEIA to create and sustain a culture that ensures the efficient execution and delivery of a successful customer support strategy for all product offerings in the Customer Experience function. This role proactively facilitates a relevant, timely and engaging experience in alignment to our customers' current and future business needs in support of Cision’s goal of customer delight and long-term loyalty.

Working with the EMEIA Team managers, global peers and CX leadership, the Head of Support Team EMEIA, will ensure the resolution of support cases in a timely, high-quality manner, driving high customer satisfaction and leading collaborative, cross-functional teamwork including Customer Success, Account Management, Product Management & Engineering plus other stakeholders across the business.

Fully understanding the needs of our customers, the goals of Cision as a business, and the ability to strategically deliver the desired customer experience is key to the success of this role.

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.

Experience Required

• 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).
• Significant experience in customer/public relations or communications is desirable.
• 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.

What we Offer

• Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
• 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;