About the Role:
We are seeking a highly motivated and customer-centric Customer Success Manager to join our growing team. In this role, you will be responsible for building strong relationships with our clients, ensuring their success with our products/services, and driving long-term customer satisfaction and retention. You will act as a trusted advisor, proactively identifying customer needs, addressing challenges, and facilitating the adoption and optimization of our solutions.
Responsibilities:
- Develop and maintain strong, lasting relationships with a portfolio of assigned customers.
- Understand customer objectives and proactively identify opportunities to drive product/service adoption and value. -
- Conduct regular check-ins and business reviews with customers to assess satisfaction, identify challenges, and present solutions.
- Serve as the primary point of contact for customer inquiries, issues, and escalations, working cross-functionally to resolve them efficiently.
- Onboard new customers and ensure a smooth transition from sales to customer success.
- Monitor customer health and usage data to identify at-risk accounts and implement proactive retention strategies.
- Educate customers on new features, product updates, and best practices.
- Gather customer feedback and advocate for their needs internally to influence product development and service improvements.
- Identify opportunities for upselling and cross-selling our products/services to existing customers.
- Contribute to the development and improvement of customer success processes and resources.
- Track and report on key customer success metrics, including churn rate, retention rate, and customer satisfaction.
- Experience in working on digital marketing products like Google AdWords, DBM and Google Analytics (PPC ROI tracking) with knowledge of online advertising models (Search, Display, Mobile, Video) and revenue models (like Pay per click, Cost Per (Thousand) Impressions, Cost Per View and/or Cost Per Acquisition)
Qualifications:
- Native or proficiency level of Spanish language, and professional working level of English
- Strong understanding of the digital marketing environment and, ideally experience with Demand Site Platforms and Programmatic Ads.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Proven experience in customer success, account management, or a client-facing role, preferably in a B2B SaaS or technology environment.
- Strong understanding of customer success principles and best practices.
- Excellent communication, interpersonal, and presentation skills.
- Ability to build rapport and trust with customers at all levels.
- Proactive and results-oriented with a strong problem-solving aptitude.
- Ability to manage multiple customer accounts and prioritize tasks effectively.
- Proficiency with CRM software (e.g., Salesforce) and customer success platforms.
- Experience with data analysis and reporting on customer metrics.
- A passion for helping customers achieve their goals and a commitment to delivering exceptional customer experiences
Our offer:
- Indefinite term contract: Start with a secure contract from day one, including full training.
- Relocation Support: For eligible candidates moving to Lisbon, we offer a relocation package.
- Career Growth: Ongoing training and development opportunities to help you grow professionally.
- Health & Life Insurance: Private health insurance for you and your close family (spouse + children), plus life insurance.
- Family Benefits: Nursery and student vouchers to support your children’s education.
- Wellbeing Support: Access to our Employee Assistance Program (EAP) offering help with health, finances, legal matters, and more.
- Fitness Perks: Discounted gym memberships across Portugal.
- Exclusive Discounts: Enjoy corporate deals with top brands like Pestana Hotels, Huawei, Apple, MEO, and more.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
