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.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
