Customer Success Manager - EMEA

Cognigy

Düsseldorf, North Rhine-Westphalia, Germany Remote

Full-time

Customer Success

Jan 10

Description

If customer communication is your passion, then we are looking for you to join our team as a German-speaking, Customer Success Manager for the EMEA region (m/f/d) based in Germany!


About Cognigy

Cognigy, a market leader in Conversational AI, powers up enterprise contact centers to exceed customer expectations, improve agent satisfaction and rapidly respond to market changes. The Cognigy.AI platform enables next-generation customer service, with a suite of solutions including Conversational IVR, Smart Self-Service, and Agent + Assist. Cognigy.AI gives the enterprise what it needs to deliver always-on, personalized service experiences at scale, on both voice and chat.

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.


What you'll be doing:

You know what your customers need before they reach out. You recognize optimization potential and know how to progress customers no matter where they are in the customer life cycle. The success of your customers is your passion and motivation!

  • With your extensive experience in enterprise software, you are able to support your customer portfolio in the strategic use of Cognigy’s technology and with new business cases to help them deliver more value from their investment
  • Identifying customer needs and requirements and are responsible for organizing the fulfillment or implementation of such
  • Assess and advise customers on our solutions and conduct technical discussions on the effects and value of technical features
  • Build sustainable, trusting, and successful customer relationships, maintain them, and resolve conflicts. Being available to customers on an escalation level and help to overcome obstacles
  • Understand the value of good customer relationship management and are very comfortable communicating with both business and technical stakeholders while understanding what drives them
  • Continuously monitoring, managing, and maintaining customer health and ensuring customers achieve optimal results with our products and services and use them company-wide
  • Creating sales offers for products and services and negotiating them with customers
  • Working closely with both the sales and technical team to ensure long-term successful customer loyalty


About you:

  • Strong experience as a Customer Success Manager within the software industry
  • Experience with, or good insight into how IT projects are run
  • An understanding of what drives customers on a strategic IT level and assist to identify new goals that are ROI-driven
  • Characterized by strong communication skills with a customer-oriented mindset and confident attitude
  • An analytical and structured approach to your work
  • You have a certain willingness to travel in order to support customers on site
  • In order to deliver quality results, you set priorities in order to achieve the customer success team’s shared goals
  • Your entrepreneurial and analytical thinking, as well as your experience in dynamic companies offer you the basis for a successful career
  • A good understanding of how business and IT processes (ITIL) work and can identify the potential for optimization
  • Fluency in German and English is essential


Life at Cognigy: what we offer you

We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include:

  • Attractive and performance-oriented salary
  • Company pension plan
  • Discretionary virtual stock options plan, so you can benefit from the company’s success
  • Unique opportunity to help build and shape the company, with little hierarchy
  • Flexible and remote working options
  • Colleague recognition, reward and celebration events
  • Global Employee Assistance Program
  • ClassPass membership, giving you access to a variety of fitness and wellness experiences
  • Ongoing learning and development opportunities, including LinkedIn Learning


#LI-Remote

#LI-CL1

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Cognigy

Cognigy.AI: Enterprise Conversational AI Technology for customer & employee support process automation.

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