Customer Success Manager - EMEA

Düsseldorf, North Rhine-Westphalia, Germany - Remote

Full Time Mid-level / Intermediate
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If customer communication is your passion, then we are looking for you as our Customer Success Manager EMEA (m/f/d)!

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.

Job location: Germany


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 lifecycle. The success of your customers is your passion and motivation!

  • You understand the value of good customer relationship management and are very comfortable in interactions with senior management
  • You have the ability to communicate on an equal footing with both business and technical stakeholders while understanding what drives them
  • 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
  • You have a high affinity for technology and can assess the effects and value of technical features
  • You place a strong emphasis on monitoring and managing customer health
  • You are comfortable with creating sales offers for software products and services and negotiate them with customers
  • You are available to customers on an escalation level and help overcome obstacles
  • You work closely with consultants and software engineers and you are not afraid to discuss technical issues
  • You understand how business and IT processes (ITILL) work and can identify potential for optimization

Requirements


  • You have strong experience as a customer success manager or equivalent role within the software industry
  • You have experience with or good insight in how IT projects are run
  • You understand what drives customers on a strategic IT level and help to identify new goals that are ROI-driven
  • You are characterized by strong communication skills with a customer-oriented mindset and confident attitude
  • You have 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
  • Business fluency in German and English round off your profile

Benefits

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

Tags: Customer service Entrepreneurial

Perks/benefits: Career development Equity Flex hours Health care Startup environment Team events

Regions: Europe North America
Country: Germany
Job stats:  12  2  0
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