Head of Support Team EMEIA - Paternity cover

at  Cision

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.

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 • Undergraduate degree is required

• 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.
• Performs other duties as required.