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Customer Success Manager

vor 1 Monat

Düsseldorf, Nordrhein-Westfalen, Deutschland Cognigy Vollzeit
About Cognigy

Cognigy is a market leader in Conversational AI, empowering enterprises to deliver exceptional customer experiences through our cutting-edge technology. Our low-code platform, enhanced with Generative AI, enables businesses to rapidly respond to market changes and improve agent satisfaction.

As a Customer Success Manager, you will play a crucial role in guiding customers in strategically utilizing our technology to drive business outcomes. Your expertise will help customers maximize the value of their investment and achieve measurable success.

Your Key Responsibilities
  • Leverage your experience in enterprise software solutions to guide customers in implementing innovative AI use cases.
  • Expertly identify customer needs through structured discovery processes and ensure 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 high-level dialogue, you will engage directly with enterprise executives, articulating the strategic business value of our solutions and influencing top-tier decision-makers.
  • 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.
  • Craft compelling sales proposals for products and services, strategically aligning them with customer goals and negotiating terms that benefit both the customer and our company.
  • Encourage and facilitate the development of customer advocates through case studies, testimonials, and referrals, contributing to the company's market reputation and growth.
  • Work in close synergy with sales and technical teams to drive customer loyalty and satisfaction, ensuring a cohesive approach to long-term customer success.
Requirements
  • At least 5 years of experience in the software industry as a Customer Success Manager, with a proven track record of driving measurable business outcomes for customers.
  • A deep understanding of strategic business value in the software industry, including familiarity with industry benchmarks and the ability to guide customers in setting and achieving ROI-driven objectives.
  • Exceptional communication skills, both written and oral, with the ability to articulate complex solutions clearly to customers.
  • Empathetic to customer needs, with the ability to employ a user-centric approach to ensure a seamless customer experience.
  • An analytical and structured approach to problem-solving, with experience using CRM platforms, Customer Success tools, and data analysis software to prioritize and track value-driving activities.
  • Openness to travel up to 30% of the time within Europe, including preparedness for occasional international conferences or meetings.
  • A robust understanding of business and IT processes, particularly SaaS models, with a keen eye for identifying opportunities for process optimization.
  • Fluency in German and English is essential.
  • A personal alignment with our company's values and culture, contributing positively to our work environment.
  • Motivated individual with a genuine interest in AI technology who is passionate about seeing AI used to generate business outcomes.
Growth Potential

At Cognigy, we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.

Benefits
  • Attractive and performance-oriented salary.
  • Company Pension Scheme.
  • 25 days paid leave, plus 5 floating days, plus public holidays.
  • Unique opportunity to help build and shape the company, with little hierarchy.
  • Flexible 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.
  • One paid 'Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice.
  • Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more.