Senior Customer Onboarding Specialist in London

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.

The Onboarding team is a global team of product experts whose mission is to enable customers to turn social data into practical insights that inform strategic business decisions. We provide customers with a tailored and scalable data and visualisation ecosystem, as well as education programs that empower customers with the knowledge and skills to confidently use Brandwatch and utilise social intelligence to harness the power of social across the enterprise. This role is primarily one of consulting and coordinating people across multiple internal and external teams to ensure the smooth planning, execution and implementation of large-scale solutions across the Brandwatch product suite.

We’re seeking a Senior Onboarding Specialist to drive seamless customer experiences and ensure long-term success with our platform. In this role, you will act as a strategic partner, consulting with enterprise clients, designing tailored onboarding solutions, and driving adoption of the Brandwatch suite. If you thrive in a fast-paced, consultative role and love helping customers unlock the full potential of their investment, we’d love to hear from you!

What You’ll Do

• Become a product expert, staying up to date on Brandwatch’s suite and industry trends.
• Design and deliver scalable onboarding solutions that align with client objectives while ensuring future growth.
• Manage complex customer engagements, balancing multiple stakeholders and delivering high-impact solutions on time.
• Proactively drive long-term product adoption, providing best practices and strategic recommendations.
• Lead client consultations, deeply understanding their requirements and guiding them toward achieving business goals.
• Represent Brandwatch in client-facing meetings, presentations, and industry events.
• Mentor and support junior team members, developing scalable processes and templates for success.
• Take ownership of strategic accounts, leading advanced, custom onboarding projects and consulting on tailored solutions.
• Be a pioneer in new migration projects, creating frameworks to enhance efficiency across the team.

What You’ll Bring

• 5+ years of experience in software onboarding or customer-facing roles.
• 3+ years of experience working with enterprise-level accounts, designing complex solutions and data infrastructures.
• Full business proficiency in English (a second European language is a plus).
• The ability to take immediate ownership of complex onboarding projects.
• A strong understanding of social data analysis and social media management platforms.
• The ability to quickly adapt to new software and evolving business needs.
• A data-driven mindset, using insights to optimise onboarding success.
• Strong communication and relationship-building skills.
• Experience working in a deadline-driven, fast-paced environment.

This role is perfect for someone who is a strategic thinker, problem solver, and trusted consultant ready to make an impact on both customers and the broader onboarding team.

What can you expect

• Buddy setup to help you onboard and beyond.
• An open, informal, diverse and multinational working environment.
• 25 days of PTO per year to promote a healthy work-life balance, plus 1 Wellness Day per quarter on top of your holiday allowance.
• Full Headspace subscription and 24/7 Employee Assistance program.
• Hybrid working model - 3 in-office days per week, arranged in coordination with your manager.

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.