Cision

Supervise newsroom content operations, handle escalations, and ensure team meets quality and service standards. | Requires 3+ years PR Newswire or relevant experience, strong leadership, troubleshooting, multitasking, and communication skills. | 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. 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. What You'll Do What You'll Bring What We Offer 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. Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

Provide excellent customer service, manage client inquiries, and support distribution processes for PR Newswire. | Minimum 1 year of customer service experience, strong communication skills, ability to multitask, and proficiency with computer platforms. | 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. Distribution Customer Support Specialist Cision is a global powerhouse in the Public Relations software space with over 100 years of experience innovating the way businesses tell their stories. Our award-winning solutions use cutting-edge technology to provide clients with industry-leading insights and the tools to improve their marketing and PR needs. With offices in over 20 countries around the world, we're committed to growing our communities and our people by offering amazing perks, professional development, and opportunities for you to power your career. The most important measure of our success is yours. Job Summary The Distribution Customer Support Specialist is the client’s primary point of contact with PR Newswire. This role acts as a liaison, provides service and product information, answers questions, resolves any emerging problems that the customer might face with accuracy and efficiency. Our team is genuinely excited to help customers. Responsibilities Areas of importance for this Customer Support Specialist to be both proficient and efficient in include, but are not limited to: Provide excellent customer service, respond efficiently to customer inquiries and maintain high customer satisfaction via phone, chat and email. Set up and confirm orders submitted for distribution through PR Newswire including vetting content for acceptability, reviewing and confirming order details with clients to accurately pass information through a processing queue, counseling clients on additional product solutions, and providing effective communication both verbal and written to support clients through the distribution process Be the point of resolution whenever possible Educate clients on PR Newswire products, services and procedures Meet or exceed activity metrics as assigned Navigate various platforms and databases such as Salesforce, NetSuite, Microsoft Suite and other proprietary platforms and databases Ability to reprioritize workload to ensure SLAs are met Form successful internal partnerships with other departments to improve ability to support customer needs (these areas include Finance, Technology, Sales, Product) Qualifications: (Required and Desired) Bachelor’s Degree required Must have at least 1 year of successful customer service experience Excellent communication skills Strong phone contact handling skills and active listening Detail oriented, goal driven Ability to multi-task, prioritize, and manage time effectively Ability to adapt/respond to different types of customers and high-pressure situations Strong computer skills Must be flexible with schedule with some OT and holiday coverage required. Company Insights State-of-the-art office Medical, dental, vision FSA (Health & dependent care) Life & disability insurance 401(k) Flexible PTO and work arrangements Casual work environment Tuition reimbursement & professional training The Cision Story Cision is a leading global media intelligence company, serving the complete workflow of today’s communication professionals. Offering the industry’s most comprehensive PR, IR and social media software, rich analytics, content distribution, and influencer outreach, Cision enables clients to engage audiences, enhance campaigns and strengthen data-driven decision making. Cision solutions include PR Newswire, Gorkana, PRWeb, Help a Reporter Out (HARO) and iContact brands. Headquartered in Chicago, Cision serves over 100,000 customers in 170 countries and 40 languages worldwide, and maintains offices in North America, Europe, Asia, Latin America and Australia. For more information, visit www.cision.com or follow @Cision on Twitter. What You'll Do What You'll Bring What We Offer 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. Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.