Customer Success Manager

About Cognigy

Cognigy is revolutionizing the customer service industry by providing the most cutting-edge AI workforce on the market. Its award-winning solution empowers businesses to deliver exceptional customer service that is instant, personalized, in any language, and on any channel. Through the perfect combination of Generative and Conversational AI, Cognigy’s AI Agents are shaping the future of customer service, increasing customer satisfaction, and supporting employees in real-time.  

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 the 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.
• Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit both the customer and our company.
• Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth.
• 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 software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers, such as increased retention rates and product adoption.
• A deep understanding of what constitutes strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives
• Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers. Must be adept at building rapport and fostering collaborative relationships.
• Empathetic to customer needs with the ability to employ a user-centric approach to ensure a seamless customer experience.
• 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 Europe, including preparedness for occasional international conferences