Customer Business Executive

About Cognite

Learn more about Cognite here

Our values

About the role and the team

You will be role & responsible for

• 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 and 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
• Drive adoption and usage through training, evangelism, and aligning the solution with customer business goals
• Drive customer engagement utilizing “one-to-many” channels such as Cognite Hub, newsletters, webinars, and events
• 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 collaborate with Marketing to build case studies.
• Leverage testimonials and case studies to promote brand awareness and drive new business. Build referenceability.
• Support Account Executives in closing new deals by sharing customer success stories
• Partner with Sales Enablement to create customized materials for value tracking
• Engage with relevant partners to your portfolio of accounts into Cognite's customer reference program
• Developing an account strategy and maintaining an internal account plan to align Cognite cross-functionally around the account plans and needs
• Manage pipeline and forecast on assigned territories and carry expansion and renewal quotas according for that territory
• Communicate the product roadmap to customers, tailoring the presentation to the customer’s needs.
• Serve as the “voice of the customer” to both product management and customer community management.
• Facilitate and promote interaction between Cognite product programs and customer end users
• 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), customer value, churn rate) to identify at-risk accounts and take proactive measures to maintain and improve customer health.

We believe these experiences and skills will make this role successful at Cognite

• 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

Key performance Indicators for the role:

• Included but not limited to:

Leading

• Number of Customer Success Qualified Leads (CSQL)
• Accounts with Value Roadmap
• Account Reviews and Account Plans
• Executive Business Reviews delivered
• Pipeline coverage
• Number of public references (paper, Article, Webinar, Conference presentation, etc)
• Active users on one-to-many channels for assigned portfolios (Cognite Academy, Cognite HUB)

Lagging

• Net Dollar retention for the portfolio
• Dollar churn for the portfolio
• Monthly Active Users

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.

Why choose Cognite? 🏆 🚀

Apply today!