Customer Success Executive

The CSE is responsible for the following:

• Develop trusted advisor relationships with key stakeholders
• Own relationships with executive sponsors, budget owners, and decision-makers 
• Understand the customer’s values, goals, and vision, helping them realize the full potential of Cognite’s products
• Drive adoption and usage by aligning the solution with customer business goals
• Identify and execute new use cases and expansion opportunities to additional customer sites
• Contribute to customer’s success, focusing your expertise on assigned stages of the customer journey
• Identify, nurture, and close upsell/cross-sell opportunities to expand customer lifetime value
• Demonstrate value and lead renewal discussions to ensure customer retention and long-term partnerships, including negotiating and securing renewals for your assigned accounts
• Collaborate with Account Executive (Sales) and Delivery Manager for customer introductions and relationship hand-offs
• Cultivate customer champions and leverage their testimonials and case studies to promote brand awareness and drive new business. Build referenceability.
• Support AE in closing new deals by sharing customer success stories
• Partner with Sales Enablement to create customized materials for value tracking 
• Increase and maintain Customer Net Promoter Scores(NPS)
• Nurture partners that are relevant to your portfolio of accounts into Cognite’s customer reference program
• Collaborate with the Cognite Global Value team in developing value roadmaps and customer success plans, charting a path to the customer’s desired outcome with Cognite software, leveraging a comprehensive understanding of Cognite’s products
• Developing an account strategy and maintaining an internal account plan to align Cognite cross-functionally around the account plans and needs
• Own assigned accounts pipeline and forecast for all horizons
• Carry expansion and renewal quotas according to assigned accounts
• Communicate the product roadmap to customers, ensuring it meets the customer’s needs
• Drive cross-functional collaboration with delivery teams and sales support functions to realize each customer’s value roadmap.
• Serve as the “voice of the customer” to both product management and customer community management
• Ensure customer engagement with newsletters, webinars, and events
• Drive customer enablement through projects, Academy, Community, Support, and solution support
• Identifying and assessing renewal risks for customers’ license subscriptions and collaborating with internal teams to mitigate risks
• Assist with high-severity requests or issue escalations as needed
• Proactively monitor customer metrics (e.g., product usage (MAU and DAU), Net Promoter Score (NPS), churn rate) to identify at-risk accounts and take proactive measures to maintain and improve customer health

To meet the demands of this role, you should have:

• At least a bachelor’s degree in a relevant subject or work experience for the role;
• 5-10 years of experience leading customer engagements as an account manager,  customer success manager, or related role
• A rich understanding of customer success methodologies and practices, including (but not limited to) segmentation, customer journey, and customer health scoring; 
• Commercial experience in renewals and/or upselling relevant enterprise B2B software; 
• Confidence when running executive business reviews and engaging with C-level sponsors
• Strong writing, presentation, and communication skills, including chairing meetings or hosting webinars.
• A proven track record in your industry and a strong network in your dedicated vertical
• Knowledge of the heavy asset industry, such as oil and gas, power and utilities, or manufacturing
• Supporting negotiations with multiple stakeholders
• AMER - Ability to work from the Houston office, from customer sites throughout the greater Houston area, and throughout the US, with occasional flexibility to work from home
• AMER - Ability and willingness to travel throughout the US 30-50% of the time, with occasional international travel, as required.

Skills that will help you stand out:

• Experience with data contextualization technology and software as a service (SaaS);
• MEDDPICC and Command the Message experience
• CRM experience (SalesForce and Gainsight, preferred)
• A proven track record of turning red accounts green through a white-glove approach and partnership with customer stakeholders;
• Experience working at a high-growth scale-up organization;
• Demonstrated experience in engaging with teams across corporate functions;
• A self-sufficient character able to  meet deadlines and manage changing priorities;
• An ability to thrive with limited structure;
• A results-oriented individual who thrives working in a fast-paced environment and maintains a calm approach when operating under pressure and
• Speak a language other than English with business fluency.