Head of Support Team EMEIA

3 weeks ago

Holiday FL United States Cision Ltd. Full time
Head of Support Team EMEIA - Parental cover (12 months)

Remote - UK Customer Experience Fixed-Term remote

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.

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.
#J-18808-Ljbffr

  • Head of Support

    3 weeks ago

    Austin, TX, United States Overhead Door Company of Cortland, Inc. Full time

    Head of Customer Support – SAAS Start-Up – Austin, Texas Key Skills : Customer Support, Client Support, SAAS, Software, Tech Start-Up, 24/7 teams, Global Teams The Company & Role An international SAAS platform provider who has recently undergone substantial investment from one of the country’s leading PE firms is looking to dramatically expand their...

  • Early Head Start Home Visitor English/Spanish Bilingual

    3 weeks ago

    Salem, OR, United States Oregon Head Start Association Full time

    Early Head Start Home Visitor English/Spanish Bilingual Family Building Blocks in Salem, OR is seeking to hire an Early Head Start Home Visitor who is English/Spanish bilingual. You would typically work Monday-Friday, 8 am to 5 pm. Do you have a degree or CDA credential in Early Childhood Education? Do you have a comparable credential with a focus in...

  • Head of Delivery Management London

    3 weeks ago

    Holiday, FL, United States Datatonic Ltd. Full time

    At Datatonic, we are Google Cloud's Premier Partner in AI, driving transformation for world-class businesses. We push the boundaries of technology with expertise in machine learning, data engineering, and analytics on Google Cloud Platform. By partnering with us, clients future-proof their operations, unlock actionable insights, and stay ahead of the curve...

  • Youth Team Head Coach

    3 weeks ago

    Boston, MA, United States Ring Inc Full time

    Bouldering Project’s mission is to foster meaningful human connection with the most inspiring and inclusive climbing, movement, and community spaces. We care deeply about humans. We’re driven by the pursuit of better. We create joyful places and pathways for climbing, fitness, yoga, and social experiences that inspire people to challenge themselves and...

  • Head of Information Technology

    3 weeks ago

    Jupiter, FL, United States Max Planck Florida Full time

    Information Technology Part of the prestigious Max Planck Society based in Germany, MPFI is its first and only institute in North America. Situated in the growing biosciences cluster on the “John D. MacArthur Campus" in Jupiter, in scenic Palm Beach County in South Florida, MPFI provides a vibrant, collaborative curiosity-driven fundamental science...

  • Head of Learning Support and Inclusion

    3 weeks ago

    Olympia, WA, United States Inspired Education Group Full time

    Select how often (in days) to receive an alert: Head of Learning Support and Inclusion Location: Olympia, ENG, GB, W14 8UX Application closing date: Interviews will be ongoing Inspired Education is the leading global group of premium schools, with a portfolio of over 110 premium private schools spanning six continents which utilise proven educational...

  • Head and Neck Surgeon

    3 weeks ago

    Tampa, FL, United States H. Lee Moffitt Cancer Center Full time

    Position Overview: The head and neck surgeon provides surgical care for patients with oncological diseases and disorders that affect the ears, nose, throat, the respiratory and upper alimentary systems, and related structures of the head and neck. This role involves the repair, reconstruction, or replacement of physical defects of form or function involving...

  • Head of IT Max Planck Florida Institute for Neuroscience Curiousity-Driven Discovery

    3 weeks ago

    Jupiter, FL, United States Overhead Door Company of Cortland, Inc. Full time

    The MPFI is seeking a Head of Information Technology (IT) to support the MPFI’s research and administrative computing infrastructure and applications, and provide leadership to the Information Technology department as well as guidance to the institute’s management regarding the most effective IT strategy. The selected candidate will have the exciting...

  • Head of Support

    3 weeks ago

    San Francisco, CA, United States Tbwa ChiatDay Inc Full time

    Clerk Chat’s mission is to make every business conversational. We are achieving this by building the leading messaging application, integrating AI where it matters, and crafting our own telecom infrastructure. It’s big and bold and needs spirited adventurers to join our growing team. We’ve built Clerk Chat organically into a profitable business over...

  • Head of Preservation

    3 weeks ago

    Ames, IA, United States Digital Library Federation Full time

    Description The Iowa State University Library seeks an engaging leader to serve as Head of Preservation. The Head of Preservation provides vision and leadership for a well-established preservation program and guides our dedicated team to ensure the longevity and long-term accessibility of our treasured collections across formats, facilities, and functional...

  • Head of Aftermarket

    3 weeks ago

    Cadillac, MI, United States Avon Protection Full time

    Job Title: Head of Aftermarket & Support Location: Cadillac, MI or Melksham, UK Business Unit: Avon Protection Purpose of Position: We are seeking a dynamic head of Aftermarket and Support that is responsible for driving the growth and profitability of our after sales part of our business. In this role, you will be responsible for defining and...

  • Head of Estates

    3 weeks ago

    , VA, United States Danielle Ward Recruitment Full time

    We are working with a highly successful company who are looking for a Head of Estates to join their team of Estate Managers and take management for the company’s property portfolio. The Head of Estates will be responsible for leading the team in ensuring that operational issues are minimised, leases are monitored, and costs are mitigated. Head of Estates...

  • Biomedical Engineering Department Head

    3 weeks ago

    Minneapolis, MN, United States University of Minnesota, Department of Biomedical Engineering Full time

    The University of Minnesota (UMN) invites applications and nominations for the position of Head of the Biomedical Engineering Department (BMED) in the College of Science and Engineering. We seek a visionary and collaborative leader with a distinguished record of research, teaching, and service to guide the department to new heights of excellence. The...

  • Head Of Recruitment

    3 weeks ago

    Fort Lauderdale, FL, United States A&d Mortgage Full time

    A&D Mortgage is a Florida-based Nationwide Mortgage Lender providing successful residential and commercial loans for over 20 years. With a team of 200+ employees across the United States, we represent our A+++ service in 40+ states. We are seeking a highly detail-oriented professional to join our HR department as a Head of Recruitment. Overall...

  • Head Of Product

    3 weeks ago

    Orlando, FL, United States Buscojobs Full time

    Head of Product Miami (Hybrid with Flexibility) $250-300k Base The Company / Opportunity My client empowers SMB to grow through digital financing and payment solutions. Responsibilities: Define Product Vision & Roadmap: Set and communicate the product vision, strategy, and roadmap to meet business goals and customer needs, ensuring alignment across teams....

  • Site Director

    3 months ago

    , MD, United States The Y of Central Maryland Full time

    Overwhelmingly, people who decide they want to be a part of the Y in Central Maryland tell us they do so because it reflects their values and a conscious decision, they've made about how they choose to live their lives. The happiest and most fulfilled Y associates are those who are motivated to help others and who want to be a part of something larger than...

  • Architectural Sales Head

    3 weeks ago

    Tampa, FL, United States Aleron Full time

    Description Are you an Architectural Sales Head looking to join one of the top Manufacturing industries? Are you looking to further your career and grow? Do you have experience in sales, specifically in the US market, focusing on architectural films, window films, or related industries ? If you answered yes to those three questions, then apply today! ...

  • Head of Technical Support, US

    3 weeks ago

    Boston, MA, United States Exclaimer Full time

    Head of Technical Support, US Department: Sandbox Employment Type: Permanent - Full Time Location: US - Boston Reporting To: Lucinda Morek Description As the Head of Technical Support (US), you will be responsible for leading and managing the US-based technical support team. You will oversee all aspects of customer service, including team development,...

  • Head of Sanctions Engineering

    3 weeks ago

    Lake Mary, FL, United States Bank of New York Mellon Corporation Full time

    At BNY , our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system, we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit...

  • Biomedical Engineering Department Head

    3 weeks ago

    Minneapolis, MN, United States American Council Of Engineering Companies Full time

    The University of Minnesota (UMN) invites applications and nominations for the position of Head of the Biomedical Engineering Department (BMED) in the College of Science and Engineering. We seek a visionary and collaborative leader with a distinguished record of research, teaching, and service to guide the department to new heights of excellence. The...