CX Operations Analyst (w/m/d)

Cision Group Ltd. ist ein weltweit führender Anbieter von Earned Media Management Software und unterstützt PR- und Kommunikationsprofis bei ihrer Arbeit. Die Software von Cision ermöglicht es modernen Kommunikatoren, wichtige Einflussfaktoren zu identifizieren, strategische Inhalte zu vermitteln, signifikante Auswirkungen durch Texte und Bilder zu analysieren und zu messen. Cision beschäftigt über 4.500 Mitarbeiter mit Niederlassungen in 23 Ländern weltweit.  Weitere Informationen über Cision erhalten Sie hier:  <a href="http://www.cision.de/">http://www.cision.de/</a> oder auf Twitter @Cision.  <br/>To strengthen our CX Team in Frankfurt (Gateway Gardens) we are looking to hire a<br/>CX Operations Analyst<br/>Overview of role :<br/>In Customer Experience, we are focused on providing customers with exceptional services. We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change.The CX Operation Analyst helps develop, implement and manage tools and processes to better understand customers and business needs. Reporting to the EMEIA Head of CX Operations, the Analyst will manage cross-functional projects that aligns and optimise all areas of the customer journey. They will also build reporting to allow our teams to focus on taking action through insights. <h3>Key Competencies</h3> <ul> <li>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.</li><li>Mentorship: Provide leadership and guidance to new team members</li><li>Problem Solving: Recognizes obstacles and uses resources to identify solutions.</li><li>Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance</li><li>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</li><li>Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles.</li><li>Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments</li><li>Key Performance Indicators: measurable outcomes tied to specific role responsibilities (I.e., Resolution Time, Operating Ratio, Tools Adoption, etc.)</li></ul> <h3>Desired Skills</h3> <ul> <li>Collaborative Project Delivery: Ability to collaborate with key stakeholders and deliver projects within the determined time frame</li><li>Data Analysis: Collecting data from various internal and external sources to prepare analytical reports that support CX decision making</li><li>Efficiency Analysis and Process documentation: Documentation of existing or described process</li><li>Reporting: Developing reporting structures and statistical methods for trend analysis</li><li>Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools</li><br/></ul> <h3>Ideally</h3> <ul> <li>Experience with: Salesforce, Jiminny, FreshWorks, 0365 Suite ChurnZero and/or Gainsight, Zendesk, JIRA, Service Now, Pendo or similar</li></ul>OUR COMMITMENT TO YOU<br/>As accredited Investors in People and an equal opportunities employer, Cision is dedicated to your career development. This means we help you make the most of your potential with comprehensive training and a range of useful resources.We provide every employee access to a range of blended learning tools that you can pick and choose from to suit your personal and career development needs. This includes; face to face training workshops, coaching relationships, hundreds of e-Learning courses, and thousands of professional book summaries to read from.<br/>Please note: This job description sets out the duties of the position at the time that it created. Such duties may vary without changing the general character of the duties or level of responsibility entailed.<br/>Wenn Sie also in der rasant wachsenden Medienbranche der heutigen Zeit aufblühen, in dem kein Tag dem anderen gleicht, dann bewerben Sie sich jetzt. Im Gegenzug bieten wir Ihnen ein ansprechendes Arbeitsumfeld mit einem höchst motivierten Team. Sie werden einen hohen Grad an persönlicher Verantwortung und Möglichkeiten haben, Ihre Karriere in einem wachstumsstarken Markt auszubauen.