Cognigy

Customer Success Manager

• **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.

Technical Project Manager

• Own full lifecycle project delivery, from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall).
• Build project plans based on customer requirements and deliverables of the implementation team; must understand key technical concepts of Conversational AI to independently build the plans.
• Develop detailed project plans aligned with the SOW, with defined timelines, milestones, and deliverables.
• Lead multiple projects concurrently, with potential team leadership responsibility for other Project Managers and coordination with cross-functional teams.
• Track action items and enforce accountability across all stakeholders to maintain project momentum and resolve issues promptly.
• Identify and mitigate risks early, manage escalation effectively, and implement robust contingency plans.
• Lead post-project evaluations, capturing lessons learned, and proactively recommending process improvements for future projects.
• Communicate clearly and regularly with internal and external stakeholders, including project sponsors and executive leadership.
• Foster a culture of collaboration and excellence across all project teams.