Lifecycle Management Agent
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.
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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
