Cision

Canada

Posted on: 02 July 2024

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CX Enablement Consultant L1

The CX Enablement Consultant L1 is responsible for providing virtual training on Cision’s products and features. In this role, you will prepare, evaluate, and execute training based on the needs of the request and product offering. This includes identifying skill and knowledge gaps to modify training as necessary for successful adoption. This role reports to the Director of Enablement.

Key Competencies

· Strong Oral and Written Communication: Prepares status reports on clients in order to provide an up-to-date picture of team progress. Delivers clear and concise messages. Listens effectively and respects the contributions of others.

· Mentorship: Provide leadership and guidance to new team members.

· Problem Solving: Recognizes obstacles and uses resources to identify solutions.

· Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance.

· Collaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends.

· Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles.

· Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments.

· Key Performance Indicator: measurable outcomes tied to specific role responsibilities include CSAT (Customer Satisfaction), Adoption rate.

Qualifications:

Active Listening: Ability to slow down to listen to the needs of the customer, team, and stakeholders (being present in the moment).

Persuasive Communication: Ability to plan and deliver written/oral communication that is impactful and persuasive.

Forward Thinking: To use logical reasoning processes to break down and work through customer requests or project components to achieve overall training success.

Customer Orientation: Listens, clarifies, and responds to customers with the right attitude and mindset to create mutual trust and respect leading to the greatest possible training satisfaction.

Empowering Others: Taking actions to teach and guide customers with learning resources, to broaden skill set, and the understanding of the training goal.

Training Accumen: Deploy a wide variety of training methods, conduct effective induction, and orientation sessions.

Instructional Design: Ability to develop courses and instructional material to educate technical and non-technical customers and personnel.

Time Management: Conduct weekly training office hours, orientation sessions, and webinars.

Education: Bachelor’s degree or 1-2 years of experience.

Preferred Qualifications

· Technology: Salesforce, ChurnZero, JIRA, HighSpot, Sharepoint, Learning Management System and/or knowledge center experience a plus.

· Work Experience: Proven work as a Training Consultant, Training Coordinator, or similar role with hands on experience organizing training events.

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