Customer Success Director

Cognite

Cognite

Administration
Houston, TX, USA
Posted on Tuesday, May 14, 2024
Customer Success is being re-established as an Adoption- and Impact-focused function within Global Delivery, helping our top-tier customers drive successful outcomes through the totality of what Cognite has to offer.
The Customer Success team will embody Togetherness through cross-functional collaboration across Cognite. From taking over the baton from Field Engineering in pre-sales to supporting customers beyond First value, collaborating with Value Engineering to build value roadmaps across business divisions, supporting our Service team to deploy, validate and further enhance our Service offering optimised for Value and Adoption, co-developing adoption programs and catalysing end-user interaction and feedback to Product Management, to working with Customer Enablement to scale learnings into our 1:many initiatives. Customer Success will also be a catalyst to help Account Management drive successful Expansions and Renewals.
The Customer Success team at Cognite will be Curious and Open at heart – working to understand and empathise with both our end users and different functions within Cognite in a way that brings out the best in all of us.
Do you want to be part of and help shape this new Customer Success team, increasing Cognite’s Velocity towards our target of 10k MAU and beyond?
We seek motivated, curious and customer-oriented Cogniters to join our team as Customer Success Managers / Directors. As a Customer Success Manager / Director, you will be responsible for a group of preselected top-tier customers to develop and drive an overall Customer Success Plan while supporting continuous improvements of the Customer Success function and its interactions with the broader Cognite org.
This position will require 20% travel to customer sites. It is a Hybrid role working out of our Houston office. Unfortunately, there isn't budget approved for relocation assistance

Key responsibilities include

  • Develop and execute Customer Success plans anchored in Customer business targets and value roadmaps, supporting the overall account strategies
  • Develop trusted advisor relationships with key stakeholders to ensure alignment between customer needs and Cognite product- and account strategy
  • Stay up-to-date on and continuously coach customers on new Cognite developments and how to realise value from these in practice
  • Drive user adoption at scale through training, evangelism and project deployments as needed
  • Facilitate and promote interaction between Cognite product programs and customer end users
  • Be the voice of the customer within Cognite – provide valuable input to internal product planning and release cycles, and assist with high-severity requests or escalations as needed
  • Develop joint success stories with customers for internal and external communication contributing to Cognite’s reference base
  • Get customers engaged through 1:many channels such as Hub, newsletters, webinars and events
  • Help foster a collaborative climate between internal Cognite functions to rally around our joint mission of making our customers successful
  • Bachelor Degree in Business, Engineering, Computer Science or similar (Masters or MBA preferred)

Relevant experience includes

  • 8+ years experience in customer-facing role within business consulting, technology development or similar.
  • 5+ years experience in Oil & Gas with a strong understanding of common customer pain points.
  • Proven ability to manage complex stakeholder landscapes, building credible relationships on various levels of the organization
  • Experience in preparing and hosting a wide variety of customer meetings, including workshops, business reviews, (product) demos and similar
  • Proven ability to create alignment with and drive collaboration across functions towards a common goal
  • Preferably experience developing strategic customer success or account plans, with ability to connect with and align across stakeholders from the boardroom to the shop floor
  • Technical background strongly preferred

We believe these traits will help you be successful

  • Structured and detail-oriented, with strong communication skills
  • Intrinsically motivated by driving successful outcomes for our customers
  • High willingness to collaborate across functions
  • Tech-savvy and able to be hands-on as needed
  • Takes initiative and follows through on commitments
  • Passionate about what we do at Cognite
  • Want to have fun at work, and build a great team culture!

Why choose Cognite? 🏆 🚀

A snapshot of our many perks and benefits as a Cogniter

  • Competitive Compensation including base plus bonus
  • 401(k) with 4% employer matching
  • Health, Dental, Vision & Disability Coverages with premiums fully covered for employees and all dependents
  • Unlimited PTO + flexibility to enjoy it
  • 18 Company Holidays including the week between Christmas & New Years
  • Paid Parental Leave Program
  • Employee Stock Purchase Program (ESPP)
  • Employee Referral Program
  • Company Paid Friday Lunch via DoorDash + Fully Stocked Fridges in the offices
  • Join a team of 70 different nationalities 🌐 with Diversity, Equality and Inclusion (DEI) in focus 🤝.
  • A highly modern and fun working environment with sublime culture across the organization, follow us on Instagram @cognitedata 📷 to know more
  • Opportunity to work with and learn from some of the best people on some of the most ambitious projects found anywhere, across industries
  • Join our HUB 🗣️ to be part of the conversation directly with Cogniters and our partners.
  • Paid mobile phone and WiFI
  • A pet lover? Get the chance to meet Spot 🐶!
Apply today!
Please do not hesitate to connect with Ane Eide or Indira Deonandan if you have any questions.
Cognite is a global industrial SaaS company that was established with one clear vision: to rapidly empower industrial companies with contextualized, trustworthy, and accessible data to help drive the full-scale digital transformation of asset-heavy industries around the world. Our core Industrial DataOps platform, Cognite Data Fusion™, enables industrial data and domain users to collaborate quickly and safely to develop, operationalize, and scale industrial AI solutions and applications to deliver both profitability and sustainability. Visit us at www.cognite.com and follow us on Twitter @CogniteData or LinkedIn: https://www.linkedin.com/company/cognitedata
Equal Opportunity
Cognite is committed to creating a diverse and inclusive environment at work and is proud to be an equal opportunity employer. All qualified applicants will receive the same level of consideration for employment; everyone we hire will receive the same level of consideration for training, compensation, and promotion.
We ask for gender as part of our application because we want to ensure equal assessment in the recruitment process. Your answer will help us reach this commitment! However, the question about gender is optional and your choice not to answer will not affect the assessment of your application in any way.