CUSTOMER SUCCESS 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 leading insurance, financial services and healthcare organizations by 30%+, leading to better employee well-being, lower churn, and more satisfied customers.

 

As a Customer Success Manager at Cogito, you will be responsible for managing client relationships and projects through strategic account management strategies. You will ensure that all the relevant functional groups within your client’s organization become aware of, and eventually invest in the roll out of Cogito enterprise wide.

 

You will have an impact on the careers of thousands of our customers’ sales and service professionals and the satisfaction of millions of customers they speak with on a daily basis.   

 

You will work closely with the Customer Success lead, the Training & Enablement team, the Data & Insights team, and the Technical Solutions team to bring the overall Cogito vision to life by leveraging project management discipline, developing client relationships, and managing overall implementation and support tasks. Those who thrive in this role are entrepreneurial, hands-on, and obsessed with customers.

Responsibilities:

Establish vision for customer success:

  • Develop account strategies that support our clients’ goal of successfully improving sales and service rep performance, and customer satisfaction.
  • Engage in customer needs discovery and coordinate with Cogito’s Product Development team to continuously improve our solution.
  • Delight end users and identify advocates within client organizations.

Project manage software implementations and contracts, overseeing scope and executing task details such as:

  • Develop project schedule.
  • Manage and schedule leadership meetings.
  • Deliver weekly and monthly status reports to client.
  • Customize training materials for new clients.
  • Deliver technical troubleshooting support.
  • Analyze client data trends.
  • Manage client and project communications.

Ensure client satisfaction and end user adoption:

  • Build feedback loops and trusted relationships with client supervisors and end users.
  • Assess client-specific development opportunities.
  • Track utilization.

Oversee and manage system configuration and performance; triage and escalate issues.

Master Cogito software and maintain a deep understanding of client use cases.

Envision, plan, and implement programs to improve customer usage & happiness.

Work cross-departmentally to execute on project and company wide initiatives.

Requirements:

  • Bachelor’s degree with 5+ years of experience in a client facing role, preferably at a consulting or technology company.
  • Experience as a project manager of enterprise software implementation for large scale deployments.
  • Enterprise business application experience for large Fortune 500 organizations.
  • A verifiable track record of consistently meeting and exceeding goals.
  • Ability to travel to client sites regularly.
  • Experience with large, complex contact centers environments and technologies is strongly recommended.

Skills:

  • Strong organizational and project management skills to effectively multi-task across stakeholders.
  • Familiarity with technology including MS Office suite and project management software.
  • 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 Success 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).