Manager, Customer Content Services

Cision US - Cleveland, OH3.5

30+ days ago
Hours: Monday through Friday, 2:00 pm EST – 11:00 pm EST

Job Summary:
The manager in the Cision CX Customer Content Services (PRN) department is responsible for driving high performance of a team dedicated to providing the very best customer service, focused on accuracy, revenue generation at the point of sale and customer retention/satisfaction.

Responsible for the supervision of newsroom content operations.
Handles incoming queries from other departments.
Develops staff and builds the team to be the best in Cision CX.
Responsible for tracking 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 over the phone interactions.
Deliver agreed upon quality targets for Turnaround Time, Customer Service, Accuracy Rate, Add-on Sales and other quality metrics including the overall customer experience.
Build and maintain strong customer relationships through the customer outreach program (COP) and post-earnings follow up calls.
Embodies the Cision Values and recognizes, encourages and celebrates the Values within the team.

Additional Responsibilities:
Being an expert in areas including (but not limited to): PRN copy acceptability guidelines, SEO wire best practices, C3, PRWeb operations, AEM platform operations, all after-hours operations.

Three years PR Newswire or relevant experience.
Bachelor's degree required.
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.

About Cision:
Cision Ltd. (NYSE: CISN) is a leading global provider of software and services to public relations and marketing communications professionals. Cision's software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 3,000 employees with offices in 15 countries throughout the Americas, EMEA, and APAC. For more information about its award-winning products and services, including the Cision Communications Cloud®, visit and follow Cision on Twitter @Cision.

EEO/AA employer M/F/D/V, 41 CFR 60–1.4