Customer Success Manager

4 days ago

Doral, Florida, United States Cognitus Consulting Full time
About Cognitus Consulting

Cognitus Consulting is a leading provider of business solutions and services, serving clients across various industries worldwide. Our global team of experts is dedicated to delivering exceptional value to our clients, and we're seeking a talented individual to join our Customer Success team.

Job Summary

We're looking for a seasoned Client Growth Specialist to independently manage and grow our clients in North America. As a key member of our Customer Success team, you will work closely with internal teams to ensure alignment with client goals and objectives.

Key Responsibilities
  • Own overall relationship with assigned clients, driving proactive, strategic client management to increase adoption, retention, and customer satisfaction.
  • Help demonstrate and drive the value delivered to our clients, establishing relationships with stakeholders and across the customer organization.
  • Work with clients and internal resources to establish critical goals and key performance indicators, aiding the customer in achieving their objectives.
  • Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that drive client engagement, business outcomes, and renewal and retention rates.
  • Establish a trusted, strategic-advisor relationship with key clients, driving continued value of our products and services.
  • Understand and anticipate customer needs and goals, tracking customer progress and gathering feedback to advocate for the client-base with internal teams.
  • Collaborate with Sales and other internal teams on customer interactions and engagements, conducting regularly scheduled cadence calls and business reviews to discuss overall account health.
  • Project Management knowledge leveraging Waterfall & Agile, with a strong understanding of CRM systems and Microsoft Office.
  • Drive new business growth through greater advocacy and reference-ability, working with the Marketing team to surface and celebrate client success stories.
  • Foster a culture of strategic Customer Success within the team and throughout Cognitus Consulting.
Requirements
  • 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 in an on-premise software environment.
  • Strong verbal and written communication skills, technical aptitude, and excellent organizational, project management, and time management skills.
  • Proficient in CRM systems and Microsoft Office, with experience in Gainsight, Churnzero, or Totango a plus.
  • Excellent interpersonal skills, with the ability to build authentic business relationships and deal effectively with challenges and escalations.
  • Willing to travel approximately 25%.

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