Manager, Customer Content Services

Cision•Albuquerque, NM

14h

About The Position

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.

Requirements

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.

Responsibilities

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.