The Business Consultant utilizes domain expertise and acts as the visionary who supports both the customer and Cogito to develop the long-term strategic roadmap for customer business operations leveraging Cogito solutions and industry best practice guidance. The role will provide in depth business consulting to effectively advise and supply current customers and new prospects that are evaluating Cogito with a compelling business case (including ROI & IRR) and specific value proposition from a long-term solution perspective. Aligned to key opportunities by industry focus area, the business consultant understands and assesses the customer needs and business drivers to craft recommendations that solve the gaps while demonstrating Cogito’s extensive and unique value. The Business Consultant will manage the customer relationship and individual engagements with a strong focus on operational excellence and establishing strategy for positive business outcomes.

Responsibilities:

• Develop and maintain relationships with strategic customers to ensure continued satisfaction and reference availability
• Engage in thorough value and needs assessment interviews with customer C-level executives down to agent/front Line level leveraging an objective consultative approach
• Understand drivers of profitability, loss, and capital requirements along with KPIs and gaps within the customer operations. Help develop benchmarks in key areas of measurement and share results by industry, allowing customers to better understand the Cogito impact
• Manage and interpret customer needs and requirements through astute questioning skills to understand, anticipate and match customer gaps and capabilities to Cogito’s solution
• Consult and plan with client directors to address specific needs of the customer and present a highly differentiated value proposition
• Draw upon a combination of problem-solving, quantitative analysis and product knowledge to substantiate recommended program approach to influence customers
• Develop new strategies to improve the applicability of Cogito solutions and enhance the customer experience, engagement and outcome
• Seamless collaboration with the Client Directors, Business Intelligent Analysts (Insights), Solution Consulting and Customer Success Managers, fostering an integrated team approach
• Establish and maintain strong relationships and professional reputation within the market and throughout the sales cycle
• Expertly guide large and small scale Business Consulting and Strategic Service customer engagements and deliver best practice consulting focused on emotional intelligence change management programs
• Create measurable value and leverage customers investment in Cogito technology thereby improving Customers ROI as well as profit for Cogito
• Stay up to date with Industry standards and emotional intelligence processes in order to produce collateral, whitepapers etc. that help promote Cogito’s capabilities to continuously improve customer’s outcomes
• Develop and deliver presentations consisting of strategic recommendations for business impact
• Independently perform financial analysis, benefits/impact analysis and create ROI/IRR models for customer throughout the customer lifecycle

Requirements:

• Minimum of 7 years of business consulting experience supporting a contact center or operational environment
• Bachelor’s degree in a related discipline. MBA is desirable
• Six Sigma Certification or other Process Improvement Discipline
• Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
• Demonstrated ability to develop relationships with the ‘C’ or VP level business users to articulate business value and influence strategic direction
• Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes
• Collaborative approach to building solutions that include working with multiple groups both internally and externally
• Exceptional communication and presentations skills that build confidence and credibility
• Highly articulate and able to confidently explain complex models in a clear, simplified manner
• Strong domain & industry expertise combined with advanced strategic and project management skills
• Able to manage multiple, complex opportunities simultaneously
• Innate passion for seeking depth and complete understanding of client needs, Cogito solutions and the ever-changing market
• Must be willing to travel up to 60%

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.