CUSTOMER ENABLEMENT MANAGER

Why work at Cogito?

Cogito is a fast growing, venture-backed software company located in the heart of Boston.
Here, you will be surrounded by smart, innovative, caring people who are proud of the difference our technology makes.

Role Description:

Cogito’s software helps sales and service professionals project greater empathy and confidence on every phone interaction with customers. We are improving the workplace engagement and performance of phone professionals at the leading insurance, financial services and healthcare organizations by 30%+, leading to better employee well-being, lower churn, and more satisfied customers. As a Customer Enablement Manager at Cogito you’ll be responsible for working directly with end users of our product to ensure that they fully enjoy using our software and benefit from its capabilities, as well as providing feedback to the product organization to help improve our product continuously. You will have an impact on the careers of thousand of sales and service professionals at our customers, and elevate their skills and well-being. You will work closely with the Director of Training & Enablement to bring the overall vision to life at Cogito by designing learning modules, creating adoption initiatives & deploying innovative engagement techniques. Those who thrive in this role are entrepreneurial, hands-on and obsessed with customers.

Responsibilities:

  • Own all training and enablement milestones during the lifecycle of a customer.
  • Master the Cogito software and maintain a deep understanding of client use cases.
  • Envision, plan, and implement programs to improve customer usage & happiness.
  • Delight end users and identify advocates within client organizations.
  • Solve and/or triage end user support issues.
  • Provide feedback to product management to continuously improve our solution.
  • Work cross-departmentally to execute on company wide initiatives.

Requirements:

  • Bachelor’s degree with 4+ years of experience in a client facing role, preferably at a technology company.
  • Experience training and engaging with business / operational users of business application – e.g. marketing software, CRM applications, chat/collaboration software.
  • A verifiable track record of consistently meeting and exceeding goals.
  • Ability to travel to client sites on occasion.
  • Experience with large complex contact centers is a plus.

Skills:

  • Strong organizational and project management skills to effectively multi-task across clients.
  • Familiarity with technology including MS Office, learning management systems, project management software, helpdesk software & HTML.
  • Ability to thrive within self-directed, fast-paced, entrepreneurial work-environments.
  • Excellent problem solving and critical thinking skills.
  • Strong communication skills and the ability to effectively lead electronic or in-person conversations.

Benefits:

  • Your choice of comprehensive benefits for you and your family’s health, dental, vision, disability, and life insurance.
  • Bi-weekly catered lunch and live product demos.
  • 401(k) retirement plan options
  • Ongoing professional development and cross-training.
  • Vacation time and 11 company holidays (yes, Patriot’s Day is a holiday).
  • Company paid parental leave upon hire.
  • Competitive pay, stock options, and annual bonus eligibility.
  • Casual dress and fun office atmosphere.
  • Pre-tax commuter benefits.
  • Weekly groceries stocked in the kitchen.
  • Office location in the heart of Boston with convenience to the MBTA lines.
  • Work at the cutting edge of Artificial Intelligence and Machine Learning.

Ready to apply? Please email cover letter and resume/CV: customersuccessjobs@cogitocorp.com

Subject: Customer Enablement Manager

Cogito is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Women, minorities, and veterans are encouraged to apply.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Cogito Corporation (i.e. H1-B visa, F-1 visa/OPT, TN visa or any other non-immigrant status).