Customer Success Manager - US - Cognigy

About Cognigy

Cognigy, a market leader in Conversational AI, Powers Up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes. Our low code Conversational AI platform, enhanced with Generative AI, offers next-gen customer service with solutions like Conversational IVR, Smart Self-Service, and Agent + Assist. Cognigy gives enterprises all they need to deliver always-on, personalized experiences at scale on voice and chat, on any channel.

Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

Why you’ll love working at Cognigy - our promise to you

We empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be enabling customer and employee service that is loved by everyone.

We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust – always! It’s no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts

Team, Trust, Transparency, Technology.

Your new role

Seize the opportunity to become a catalyst for outcomes, driving unparalleled value in the cutting-edge landscape of enterprise AI software! Your expertise will guide strategic implementation of Cognigy's technology, directly linking every customer interaction to measurable business success. As the architect of business value, you’ll manage customer health, devise value-centric sales strategies, and synchronize seamlessly with cross-functional teams to ensure clients not only realize but also maximize the potent benefits of their investment. The success of your customers is your passion and motivation!

• Leverage your extensive experience with enterprise software solutions to guide customers in strategically utilizing Cognigy's technology, thereby enhancing the value of their investment through innovative AI use cases.
• Expertly identify customer needs through structured discovery processes and ensure the timely coordination and implementation of solutions.
• Provide authoritative assessments and advice on our solutions, engaging in detailed technical discussions to elucidate the impact and value of technical features.
• A master in the art of high-level dialogue as you engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers to drive transformational change within their organizations.
• Define and track customer success metrics, using data to inform strategies and report on the value delivered to the customer and the business.
• Design and implement effective customer retention strategies, including regular executive business reviews and customized engagement plans to minimize churn.
• Develop consultative sales strategies, crafting compelling proposals that build trust, align with customer goals, and demonstrate the strategic value of Cognigy’s solutions.
• Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth.
• Act as the bridge between customers and internal teams, ensuring seamless communication to deliver on customer objectives and showcase Cognigy’s innovative capabilities
• Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction, ensuring a cohesive approach to long-term customer success.

Requirements

About you

• At least 5 years of experience in the enterprise software space as a Customer Success Manager or Technical Account Manager, with a proven track record of driving measurable business outcomes for customers, such as increased retention rates, customer satisfaction and product adoption.
• A deep understanding of what constitutes strategic business value in the contact center software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives
• Proven ability to establish yourself as a trusted advisor by demonstrating thought leadership, leveraging industry insights, and fostering executive-level relationships. 
• Exceptional communication skills, both written and oral. Adept at building rapport and fostering collaborative relationships with customer personas at all seniority levels.
• Strong product and infrastructure knowledge with enterprise cloud solutions including the ability to communicate, negotiate and justify technical complexity with both technical and non-technical customer stakeholders.
• An analytical and structured approach to problem-solving, with experience using CRM platforms, Customer Success tools and data analysis software to prioritize and track value-driving activities.
• Openness to travel up to 30% of the time within USA, including preparedness for occasional international conferences or meetings.
• A robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying opportunities for process optimization.
• Fluency in English is essential
• A personal alignment with our company’s values and culture, contributing positively to our high performance work environment.

Growth Potential

At Cognigy we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training, and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.

Benefits

Life at Cognigy - What we offer you

• We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include
• Attractive and performance-oriented salary
• Medical, Dental, Vision, Life, & Disability insurance
• 401(k)
• Unlimited leave
• Unique opportunity to help build and shape the company, with little hierarchy
• Flexible working options
• Colleague recognition, reward and celebration events
• Global Employee Assistance Program
• ClassPass membership, giving you access to a variety of fitness and wellness experiences
• Ongoing learning and development opportunities, including LinkedIn Learning
• One paid ‘Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice
• Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more

Equal Opportunity Employer Statement - Cognigy does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.