Customer Experience & Communication Coach (m/w/d)

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.    The Role   As a Customer Success Manager, you will be responsible for the overall customer health, experience, and relationship management for a portfolio of strategic customers. The Customer Success Manager will work closely with a range of internal stakeholders and departments to drive strong adoption of our products and services and deliver a world-class experience for our customers.   Duties and Responsibilities   The role includes, but is not limited to, the following responsibilities: * Develop trusted advisor relationships with customer executive sponsors, ensuring activities are closely aligned with the customer's business case and strategy, enabling them to realize the full value of Cision’s and Brandwatch’s solutions * Drive customer adoption by overseeing onboarding, training, and the development of best practices to continually deliver value and maximize return on the customer’s investment * Manage account renewals for your customer base, collaborating with Account Managers on quarterly business reviews, retention strategies, and upsell initiatives * Identify opportunities to expand the use of the platform, services, and integrations within the customer’s business processes * Identify and escalate key customer product requirements while managing customer expectations on an ongoing basis * Act as a coach and trusted advisor to customers by regularly sharing best practices and leveraging lessons learned * Maintain accurate CRM records for customer accounts and opportunities * Work closely with Product Support teams to ensure customer technical issues are addressed effectively * Fluency in German and English (minimum C1 level) * Strong written and verbal communication skills with a detail-oriented and analytical approach   Essential Skills and Experience   * Relevant work experience in a customer-facing role * Excellent presentation, written, and verbal communication skills * Strong understanding of the (social) media landscape and media monitoring tools * Experience working with global customers across multiple teams and regions * Proven track record of developing and executing strategic account plans * Ability to build executive-level relationships and champions * Ability to troubleshoot and problem-solve under pressure * Analytical, strategic, and insightful mindset * Ability to work autonomously with a proactive approach   What We Offer   * Capital-forming benefits and pension scheme * Flexible working hours and hybrid working options * Commuter card subsidy * Subsidy for our partner EGYM Wellpass, giving access to 7,500 premium fitness and wellness options * Modern office located in Gateway Gardens, Frankfurt * Professional development opportunities within a global and market-leading company * Exposure to the international media landscape * A dynamic and collaborative global team * Opportunity to work independently in an innovative environment * A value-driven and team-oriented culture * Option to work from abroad for a defined period   If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment. #LI-FR1 #LI-Hybrid The day-to-day working language with colleagues, as well as reporting and analysis, will primarily be German. However, as Cision is a global company and our Talent Acquisition team operates internationally, please submit your CV in English so we can review your application.   As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.    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.

SDR TEAM LEAD EU GTM | Cologne, Germany ---------------------------------------------------------------------------------------------------------------------------------- ABOUT THE TEAM SumUp's Sales Development function is one of the fastest-growing parts of our European go-to-market engine. Our SDRs generate qualified pipeline for high-performing field and inside sales reps across Germany and beyond — and we're now looking for a Team Lead in Cologne to help take that to the next level. As SDR Team Lead, you'll be the day-to-day leader of a team of Sales Development Representatives, coaching them to perform at their best while keeping a close eye on pipeline quality and activity metrics. You'll sit at the intersection of people leadership, sales strategy, and operational excellence — playing a critical role in how SumUp wins new business at scale across the SMB market. ---------------------------------------------------------------------------------------------------------------------------------- WHAT YOU'LL DO * Lead, coach, and develop a team of SDRs based in Cologne, driving strong performance across outbound activity, qualified appointments set, and pipeline contribution * Run daily team rituals — standups, call reviews, 1:1s — to keep the team focused, motivated, and continuously improving * Monitor individual and team KPIs, identifying performance gaps early and putting the right support structures in place * Partner with Sales Managers, RevOps, and the Outbound Growth Lead to align on lead quality, targeting, and sequencing * Onboard and ramp new SDR hires, helping them hit their targets quickly and build strong sales habits from day one * Contribute to the development of outbound playbooks, cadences, and messaging — sharing what's working and iterating fast on what isn't * Act as a career development partner for your team, identifying high performers and creating pathways into full-cycle sales roles * Report on team performance to senior Sales leadership, with clear commentary on trends, blockers, and opportunities ---------------------------------------------------------------------------------------------------------------------------------- YOU'LL BE GREAT FOR THIS ROLE IF… * You have proven experience as a top-performing SDR or inside sales rep, with some exposure to team leadership, mentoring, or coaching * You understand what great outbound looks like — from prospecting and sequencing to objection handling and qualification — and you know how to pass that on * You're a motivating, hands-on leader who leads by example and brings energy to the team, even on tough days * You're analytical and structured, comfortable using data to diagnose performance issues and make clear decisions * You're a strong communicator — equally effective coaching a rep on a live call or presenting pipeline updates to senior stakeholders * You thrive in a fast-moving environment where structures are still evolving and your initiative makes a real difference * You speak German fluently and have a working level of English for internal communication ---------------------------------------------------------------------------------------------------------------------------------- WHY YOU SHOULD JOIN SUMUP 🌎 Work with global impact — Join a fintech used by over 4 million businesses in 37 markets, from our Cologne office 🌈 Commitment to Diversity and Inclusion — Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced 🚀 Virtual Stock Option programme — Own a stake in SumUp's future success 📚 €2,000 annual L&D budget — Attend conferences or advance your career through further education 🔗 Referral Bonus — Earn additional rewards by referring talented individuals to join the SumUp team ---------------------------------------------------------------------------------------------------------------------------------- ABOUT SUMUP Be empowered to do more that matters. At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance, and customer relationships. Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify. SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok. ---------------------------------------------------------------------------------------------------------------------------------- Keywords: SDR Team Lead, Sales Development Representative, SDR Manager, Inside Sales Team Lead, Sales Team Lead, Outbound Sales, Lead Generation, Business Development, Sales Manager, Team Lead, Sales Coach, Account Executive, Sales Development, Vertrieb, Teamleiter Vertrieb, Vertriebsleiter, Telesales, B2B Sales, Outbound, Cologne, Köln Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.