Customer Success Manager at Cogito

| Greater Boston Area
!Sorry, this job was removed at 9:16 a.m. (CST) on Tuesday, December 17, 2019
Cogito is searching for a Customer Success Manager to support clients who have licensed the Cogito Dialog platform to improve the behavioral intelligence of their sales and service agents. The ideal candidate will be a self-starting problem solver who has a track record of getting things done!
On a daily basis the Customer Success Manager will work cross-departmentally to oversee a portfolio of clients and ensure each client is fully utilizing the platform and set up for long-term success.
The candidate must possess a strong desire to support and grow a client base by driving to make things better, demonstrating consistent follow-up, and continually delivering value to Cogito’s customers. Cogito is willing to consider a remote working arrangement for the right candidate.

Responsibilities:

  • Be the primary point of contact and advocate for a portfolio enterprise clients
  • Work with their manager to support and renew a portfolio of clients
  • Learn and master all aspects of the Cogito Dialog platform
  • Become an expert in call center operations and become a trusted advisor for a portfolio of clients
  • Empower users by onboarding them and driving value
  • Configure & customize Cogito to address client challenges
  • Monitor and oversee clients' usage of the platform and encourage adoption of all features
  • Educate the client on feature enhancements and evolution of the platform
  • Identify opportunities to expand the client relationship and drive contract renewals with the Client Director
  • Build solid client relationships
  • Work internally, across departments, to deliver compelling solutions for our clients

Requirements:

  • Bachelor's degree or equivalent
  • 2-4 years of client management experience
  • 2-4 years of Customer Success experience at SaaS or technology company
  • Experience in large enterprise contact centers strongly preferred
  • Self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives
  • Able to work individually and build partnerships and foster teamwork
  • Comfort manipulating and analyzing large amounts of data

Required Skills:

  • Experience working in a Customer Success environment
  • Demonstrated ability to work independently and adapt your style to rapid organizational and platform change
  • Advanced knowledge of Microsoft Office
  • Strong organizational skills, written and verbal communication are critical to success
  • Able to analyze issues and develop a clear action plan
  • Basic SQL experience

Benefits
• Your choice of comprehensive benefits for you and your family’s health, dental, vision, disability, and life insurance
• Frequent catered lunch and live product demos
• 401(k) retirement plan options
• Ongoing professional development and cross-training
• 20 days vacation time, 5 days sick time, 2 floating holidays and 11 company holidays (yes, Patriot’s Day is a holiday)
• 2 "Be Gentle" personal days
• Company paid parental leave upon hire
• Competitive pay, stock options, and annual bonus eligibility
• Casual dress and fun office atmosphere
• Pre-tax commuter benefits
• Stocked groceries in the kitchen
• Office location in the heart of Boston with convenience to the MBTA lines
Equal Opportunity Employer
Cogito is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.
Authorization to Work
Applicants for employment in the US must be authorized to work in the US.

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Location

Located in the heart of the financial district above High Street place in a building with great amenities including a roofdeck.