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.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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, state or local laws.
