Manager, Customer Content Services

Manager, Customer Content Services 

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 Manager of Customer Content Services is responsible for driving a high performance team dedicated to distributing releases across all account segments accurately and in a timely manner; providing outstanding customer service, with an additional focus on revenue generations at the point of sale. 

Essential Functions 

Responsible for the supervision of newsroom content operations. 

Handles content and client experience escalations.

Handles incoming queries from other departments. 

Works closely with sales partners to troubleshoot client issues and maintain high standards of service.

Develops staff and builds their team to meet and exceed goals via 1-1s, team huddles and team meetings. 

Responsible for tacking quality metrics for the team and communicating those metrics to the team. 

Prioritizes and distributes workflow. 

Responsible for ensuring that team meets all service fulfillment needs of members, which encompasses customer orders and phone interactions. 

Deliver agreed upon quality targets for Turnaround Time, Accuracy, Add-on Sales and other quality metrics, including the overall customer experience. 

Build and maintain strong customer relationships through the Customer Outreach Program.

Qualifications 

Three years PR Newswire or relevant experience. 

Thorough knowledge of PR Newswire Editorial SOP. 

Must be well-versed in all PR Newswire products and services; or relevant experience. 

Ability to lead staff in all aspects of their job. 

Ability to troubleshoot, problem-solve, prioritize, and multitask. 

Ability to work well under pressure. 

Desire to succeed and to meet all goals given by the manager. 

Effective verbal and written communications skills. 

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. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.  

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.