We are seeking a Program Manager with a strong background in implementing enterprise solutions to Fortune 100 clients. You will be responsible for managing projects through strategic account management strategies. You will work closely with the Client Director, 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.
Cogito helps large organizations improve the behavioral intelligence of sales and service agents to improve sales outcomes and customer service experience. Our solution is in use at some of the world’s leading financial services, insurance and healthcare organizations to improve NPS and agent engagement , improving both customer and agent retention.
Our solution integrates with enterprise telephony, CRM and analytics solutions, and although our product is highly intuitive and easy to use, it involves organizational and behavioral change management across agent and supervisor teams including a novel approach to measuring customer satisfaction and managing agent performance. Our buyers are the senior most leadership within customer service operations, customer experience and workforce management at the world’s largest companies.
Responsibilities:
- 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
- Build feedback loops and trusted relationships with client supervisors and end users
- Assess client-specific development opportunities
- Track utilization and develop project schedule
- Oversee and manage system configuration and performance; triage and escalate issues
- Manage and schedule project governance meetings
- Deliver weekly and monthly status reports to client
- Analyze client data trends
- Manage client and project communications
Requirements:
- Must have 5+ years of experience 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
- Experience with large, complex contact centers environments and technologies is strongly recommended
- Ability to travel up to 50% of the time
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
• 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.