Lifecycle Management Agent for Estonian market
Remote role (from Portugal) with fixed schedule 09:00-18:00
We are seeking a highly organized and results‑oriented Lifecycle Management Agent to support our Small and Medium Business (SMB) portfolio. This role serves as the primary point of contact for assigned merchants, ensuring they maximize the value of our platform while maintaining strong operational performance, retention, and long‑term partnership growth.
Core Competencies
- Customer Engagement — Demonstrated ability to build trust, maintain professional relationships, and deliver solution‑focused support.
- Analytical Thinking — Skilled in interpreting operational data, identifying performance gaps, and recognizing early indicators of churn.
- Sales & Negotiation — Capable of articulating platform value and conducting commercial discussions that support retention and reactivation.
- Technical Proficiency — Experience with CRM systems (Salesforce/HubSpot), reporting platforms (Looker), and communication tools (Slack, Outreach, WhatsApp, Beehive).
- Adaptability — Comfortable operating in a fast‑paced environment with evolving processes and merchant needs.
Key Responsibilities
- Revenue Optimization — Identify and recommend relevant add‑ons and platform features to enhance merchant value and increase account revenue.
- Escalation Management — Serve as the final escalation point for complex merchant issues that exceed standard support parameters.
- Operational Performance — Meet established productivity expectations, including adherence to Average Handle Time (AHT) targets and management of high daily opportunity volumes.
- Cross‑Market Support — Provide assistance to other global markets during periods of reduced local workload to maintain consistent service levels.
- Market Agility — Support market‑specific initiatives, ad‑hoc tasks, and special projects aligned with evolving business priorities.
Candidate Profile
- Relevant Experience — Background in Account Management, Customer Support, or Merchant Success within a fast‑paced SMB environment.
- Language skills – C1/C2 Estonian + B2 English
- Efficiency & Discipline — Strong organizational skills and a metrics‑driven approach to daily workload management.
- Communication Excellence — Ability to communicate effectively across technical, operational, and commercial contexts.
- Global Collaboration — Demonstrated ability to work collaboratively with colleagues across regions and time zones.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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