Cognitus Consulting LLC
Customer Success Manager
Cognitus Consulting LLC, Miami, Florida, us, 33222
Cognitus is an SAP Gold Partner that provides services, solutions extensions as well as a valued added reseller serving businesses of all sizes worldwide across various industries.Our global Customer Success team is responsible for developing customer relationships that promote retention and advocacy. We help to identify expansion opportunities while ensuring that our customers derive maximum value from Cognitus products & services. We are looking for a creative, inspiring, and seasoned Customer Success Manager (CSM) who can independently manage and help grow clients in North America. As a CSM, reporting into the Director of Customer Success, you will work cross-functionally with multiple internal teams to ensure alignment with client goals and objectives.Responsibilities:
Own overall relationship with assigned clients. Drive proactive, strategic client management which includes increasing adoption, ensuring retention, and overseeing holistic customer satisfaction.Help to demonstrate and drive the value (ROI) delivered to our clients.Establish relationships with stakeholders and across the customer organization, planning and driving ongoing account strategy.Work with clients and internal resources to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client engagement, business outcomes, and maintain renewal and retention rates.Establish a trusted/strategic-advisor relationship with key clients and drive continued value of our products and services.Understand and anticipate customer's needs and goals to track customer progress.Gather feedback and act as advocate for your client-base with internal Support, Sales, and Product teams.Collaborate with Sales and other internal teams on customer interactions and engagements.Conduct regularly scheduled cadence calls and business reviews with customers to discuss overall account health, including bench marking, adoption trends and best practices.Project Management knowledge leveraging Waterfall & Agile. Knowledge of JIRA is desirable.Drive new business growth through greater advocacy and reference-ability, working with the Marketing team to surface and celebrate our clients’ success stories.Help foster a culture of strategic Customer Success within the team and throughout Cognitus.Qualifications:
BS/BA degree from a 4-year college or university.3+ years of Customer Success, Account Management, Sales, and/or Project Management experience.Experience working with clients who are in an on-premise software environment.Strong verbal and written communication skills and technical aptitude.Excellent organizational, project management, and time management skills.Proficient in CRM such as Salesforce, HubSpot or SugarCRM & Microsoft Office (Outlook, Teams, Excel, Word and PowerPoint). Gainsight, Churnzero, or Totango experience a plus. Navigational skills in SAP in the area of Business Partners, Project Systems, Accounts Receivable, etc. is beneficial but not a must have.Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with challenges / escalations.Willing to travel approx. 25%.Work Location - Remote.
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Own overall relationship with assigned clients. Drive proactive, strategic client management which includes increasing adoption, ensuring retention, and overseeing holistic customer satisfaction.Help to demonstrate and drive the value (ROI) delivered to our clients.Establish relationships with stakeholders and across the customer organization, planning and driving ongoing account strategy.Work with clients and internal resources to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client engagement, business outcomes, and maintain renewal and retention rates.Establish a trusted/strategic-advisor relationship with key clients and drive continued value of our products and services.Understand and anticipate customer's needs and goals to track customer progress.Gather feedback and act as advocate for your client-base with internal Support, Sales, and Product teams.Collaborate with Sales and other internal teams on customer interactions and engagements.Conduct regularly scheduled cadence calls and business reviews with customers to discuss overall account health, including bench marking, adoption trends and best practices.Project Management knowledge leveraging Waterfall & Agile. Knowledge of JIRA is desirable.Drive new business growth through greater advocacy and reference-ability, working with the Marketing team to surface and celebrate our clients’ success stories.Help foster a culture of strategic Customer Success within the team and throughout Cognitus.Qualifications:
BS/BA degree from a 4-year college or university.3+ years of Customer Success, Account Management, Sales, and/or Project Management experience.Experience working with clients who are in an on-premise software environment.Strong verbal and written communication skills and technical aptitude.Excellent organizational, project management, and time management skills.Proficient in CRM such as Salesforce, HubSpot or SugarCRM & Microsoft Office (Outlook, Teams, Excel, Word and PowerPoint). Gainsight, Churnzero, or Totango experience a plus. Navigational skills in SAP in the area of Business Partners, Project Systems, Accounts Receivable, etc. is beneficial but not a must have.Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with challenges / escalations.Willing to travel approx. 25%.Work Location - Remote.
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