VP, Onboarding and Digital Experience

Cision
United States, Massachusetts, Boston
Dec 22, 2024
At Brandwatch, a Cision product, we don't just follow trends-we create them. Our people are at the heart of how we help brands around the world be seen and understood. We combine pioneering AI-driven consumer intelligence with industry-leading social media tools to empower our clients with the insights they need to make real-time, data-driven decisions. Here, your voice matters. We foster a culture where innovation thrives, and ideas are transformed into action. Whether you're analyzing AI-powered insights, building meaningful relationships with clients, or pushing the boundaries of what's possible, your contributions will shape the future of social engagement. Join us and be part of a team that's redefining how brands connect with their audiences. Your growth is our success, and together, we'll drive the conversations of tomorrow while creating authentic connections that matter. Empower your impact at Brandwatch. Be seen, be understood, be you. The VP, Customer Onboarding & Digital Experience will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey. The focus will be on building and enhancing the capabilities of the onboarding process, self-service resources, and community platforms, while ensuring alignment with overall go-to-market (GTM) motions. The VP will lead and optimize a team that ensures effective customer ticket management, performance monitoring, and drive engagement through digital-first hubs and communities. The ideal candidate will have a passion for customer success and a track record of enhancing operational efficiency, all while contributing to the company's long-term growth strategy. Responsibilities: Customer Support: Oversee the Sr. Director of Customer Support in managing L1-L3 incident management and customer ticket response in accordance with SLAs. Drive the ownership and optimization of support tools like Zendesk to ensure efficient and high-quality support operations. Customer Onboarding: Lead the Director of Onboarding to ensure smooth onboarding and enablement for new and existing customers. Improve processes, performance management, and systems that facilitate customer adoption at the beginning of the customer lifecycle. Digital Customer Success: Manage the Manager of Digital Customer Success, focusing on optimizing the engagement of a digital-first customer segment. Ensure effective management to 1:X00 CSM to customer ratios and enhance self-service capabilities within digital interfaces to streamline traditional CSM workflows. Customer Academy & Community: Supervise the Manager of Academy and Community to build and enhance self-serve resources, including the Customer Education Hub and User Community Hub. Support customer deflection from support teams by driving community engagement and reducing ticket count through education and peer-driven resources. Operational Improvement: Evaluate and improve onboarding and enablement processes to ensure scalability and fit-for-purpose capabilities aligned with the company's growth stage and customer needs. Strategic Leadership: Collaborate with cross-functional teams such as Customer Success, Product, Sales, and Marketing to ensure the onboarding and enablement strategy aligns with overall GTM motions and drives growth across the customer lifecycle. Technology & Tools: Oversee the implementation and optimization of customer support technologies like Zendesk to improve operational efficiency, drive automation, and enhance the customer experience. Metrics & Performance: Create, track, and manage to key performance indicators (KPIs) related to customer onboarding, success, and support. Preferred Experience: Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments. Strong track record of improving customer onboarding processes and driving self-service enablement across various customer segments. Experience working with cross-functional teams to drive alignment on customer-facing initiatives, especially in GTM strategy development and execution. Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk. Demonstrated ability to lead and grow a team, with experience managing Sr. Directors, Directors, and Managers in a customer-facing environment. Excellent communication, analytical, and leadership skills, with the ability to balance both strategic and operational priorities. If you've found our job opportunity interesting but you don't meet all of the requirements, it's still worth applying. We'd love to hear from you! At Cision, we're revolutionizing the way brands connect with their audiences. We provide PR, marketing, and social media professionals with the tools they need to excel in today's data-driven world, enabling them to see and be seen, understand and be understood by the audiences that matter most. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne , Brandwatch , and PR Newswire , empower over 75,000 companies and organizations, including 84% of the Fortune 500, to achieve their goals. 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.