Customer Success Executive - Houston
Cognite
Customer Service, Sales & Business Development
Houston, TX, USA
Posted on Dec 22, 2024
About Cognite
Embark on a transformative journey with Cognite, a global SaaS forerunner in leveraging data to unravel complex business challenges through our cutting-edge Cognite Data Fusion (CDF) platform. We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & Cognite was recognized as 2024 Microsoft Energy and Resources Partner of the Year. In the realm of industrial digitalization, we stand at the forefront, reshaping the future of Oil & Gas, Manufacturing and Energy sectors. Join us in this venture where data meets ingenuity, and together, we forge the path to a smarter, more connected industrial future.
Learn more about Cognite here
Our values
Impact: Cogniters strive to make an impact in all that they do. We are result-oriented, always asking ourselves.
Ownership: Cogniters embrace a culture of ownership. We go beyond our comfort zones to contribute to the greater good, fostering inclusivity and sharing responsibilities for challenges and success.
Relentless: Cogniters are relentless in their pursuit of innovation. We are determined and deliverable (never ruthless or reckless), facing challenges head-on and viewing setbacks as opportunities for growth.
Do you want to develop Cognite’s customer relationship with some of the largest heavy-asset industrial companies in the world?
Cognite is leading the charge in the Fourth Industrial Revolution, helping our partners make the data they already have do more. For the fourth year in a row, Cognite is undergoing rapid growth.
One of the teams seeing the most transformation is our Customer Success Executive (CSE) team, which partners with our customers to build relationships, learn about their businesses, and drive value based on our customers’ desired outcomes. We’re looking for new team members to join our team as a CSE.
The CSE acts as the primary customer advocate throughout the post-sale lifecycle by driving customer retention, expansion, and satisfaction. The CSE is responsible for helping our new customers realize the value of our products, including the execution of their customer success plan, the achievement of their business goals, and the adoption of our product to drive greater ROI and satisfaction.
The CSE is responsible for the following:
- Develop trusted advisor relationships with key stakeholders
- Own relationships with executive sponsors, budget owners, and decision-makers
- Understand the customer's values, goals, and vision, helping them realize the full potential of Cognite's products
- Drive adoption and usage by aligning the solution with customer business goals
- Identify and execute new use cases and expansion opportunities to additional customer sites
- Contribute to customer’s success, focusing your expertise on assigned stages of the customer journey
- Identify, nurture, and close upsell/cross-sell opportunities to expand customer lifetime value
- Demonstrate value and lead renewal discussions to ensure customer retention and long-term partnerships, including negotiating and securing renewals for your assigned accounts
- Collaborate with Account Executive (Sales) and Delivery Manager for customer introductions and relationship hand-offs
- Cultivate customer champions and leverage their testimonials and case studies to promote brand awareness and drive new business. Build referenceability.
- Support AE in closing new deals by sharing customer success stories
- Partner with Sales Enablement to create customized materials for value tracking
- Increase and maintain Customer Net Promoter Scores(NPS)
- Nurture partners that are relevant to your portfolio of accounts into Cognite's customer reference program
- Collaborate with the Cognite Global Value team in developing value roadmaps and customer success plans, charting a path to the customer’s desired outcome with Cognite software, leveraging a comprehensive understanding of Cognite's products
- Developing an account strategy and maintaining an internal account plan to align Cognite cross-functionally around the account plans and needs
- Own assigned accounts pipeline and forecast for all horizons
- Carry expansion and renewal quotas according to assigned accounts
- Communicate the product roadmap to customers, ensuring it meets the customer’s needs
- Drive cross-functional collaboration with delivery teams and sales support functions to realize each customer’s value roadmap.
- Serve as the “voice of the customer” to both product management and customer community management
- Ensure customer engagement with newsletters, webinars, and events
- Drive customer enablement through projects, Academy, Community, Support, and solution support
- Identifying and assessing renewal risks for customers’ license subscriptions and collaborating with internal teams to mitigate risks
- Assist with high-severity requests or issue escalations as needed
- Proactively monitor customer metrics (e.g., product usage (MAU and DAU), Net Promoter Score (NPS), churn rate) to identify at-risk accounts and take proactive measures to maintain and improve customer health
To meet the demands of this role, you should have:
- At least a bachelor’s degree in a relevant subject or work experience for the role;
- 5-10 years of experience leading customer engagements as an account manager, customer success manager, or related role
- A rich understanding of customer success methodologies and practices, including (but not limited to) segmentation, customer journey, and customer health scoring;
- Commercial experience in renewals and/or upselling relevant enterprise B2B software;
- Confidence when running executive business reviews and engaging with C-level sponsors
- Strong writing, presentation, and communication skills, including chairing meetings or hosting webinars.
- A proven track record in your industry and a strong network in your dedicated vertical
- Knowledge of the heavy asset industry, such as oil and gas, power and utilities, or manufacturing
- Supporting negotiations with multiple stakeholders
- AMER - Ability to work from the Houston office, from customer sites throughout the greater Houston area, and throughout the US, with occasional flexibility to work from home
- AMER - Ability and willingness to travel throughout the US 30-50% of the time, with occasional international travel, as required.
Skills that will help you stand out:
- Experience with data contextualization technology and software as a service (SaaS);
- MEDDPICC and Command the Message experience
- CRM experience (SalesForce and Gainsight, preferred)
- A proven track record of turning red accounts green through a white-glove approach and partnership with customer stakeholders;
- Experience working at a high-growth scale-up organization;
- Demonstrated experience in engaging with teams across corporate functions;
- A self-sufficient character able to meet deadlines and manage changing priorities;
- An ability to thrive with limited structure;
- A results-oriented individual who thrives working in a fast-paced environment and maintains a calm approach when operating under pressure and
- Speak a language other than English with business fluency.
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 🐶!
Why choose Cognite? 🏆 🚀
* Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world.
* We have repeatedly demonstrated that digital transformation, when anchored on strong DataOps, drives business value and sustainability for clients and allows front-line workers, as well as domain experts, to make better decisions every single day.
* Built In 2024 Best Places to Work in Austin, TX and Houston, TX
Apply today!
If you're excited about the opportunity to work at Cognite and make a difference in the tech industry, we encourage you to apply today! We welcome candidates of all backgrounds and identities to join our team.
We encourage you to follow us on Cognite LinkedIn; we post all our openings there.