Account Manager - Solutions Architect and Business Development at Cognician

Responsibilities:

Customer Success Management:

• Represent the voice of the customer to provide input into every core product, marketing and sales process 
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Drive adoption of products/licenses leading to renewals, expansion, and advocacy (e.g. testimonials, case studies) across your portfolio. 
• Identifying opportunities to decrease Time-to-Value (TTV)
• Identify opportunities for upselling and cross selling in existing relationships, driving invoicing, issuing quotes and negotiating Statements of Work (on selling)
• Understand customer outcomes by communicating with customers, analyse customer health metrics, program impact metrics, run NPS and gather other feedback via Intercom and the Cognician platform (master metrics) 
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders, this is over and above the individual Project Status Reporting
• Prepare reports on account status and overarching plans

Customer Relationship Management:

• Serve as the lead point of contact for all customer account management matters 
• Build and maintain strong, long-lasting client relationships
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Assist with challenging client requests or issue escalations as needed 

Solution Delivery:

• Have deep knowledge of our platform and products, be able to align our solutions to client needs
• Enable successful roll-out of the overall scope of the solution, holding the individual components to the overarching objectives and client impact aspirations of the solution 
• Work with customers to design their programs aligned with Cognician philosophy and product capability whilst ensuring tailored to our Customers’ business objectives and strategy so that the programme provides continued value to the Customer and drives long-term account satisfaction and growth.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Accountable for delivery of solutions in accordance with the Cognician Project Impact Plan

Requirements:

• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role in a SaaS or software company.
• BA/BS degree in Business Administration, Sales or relevant field
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Experience working with large enterprise customers
• Experience in working with complex, multi-divisional, multi-geographical customers
• Exceptional communication skills, highly organized, collaborative and detail-oriented
• Experience delivering client-focused solutions to customer needs
• Experience of working with Intercom or similar live chat platform useful but not essential
• A high level of accuracy and attention to detail is required

Skills and attributes:

• Excellent communication and interpersonal skills
• Excellent listening, negotiation and presentation abilities
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
• Strong PowerPoint/Keynote skills. Experience with Adobe InDesign or Illustrator preferred but not required
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Passion for technology and for being a part of a fast-growing SaaS company
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can-do” attitude
• Empathetic, positive attitude with a desire to help our customers reach their goals