Customer Business Executive
| Company | Cognite |
|---|---|
| Location | Houston, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 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 business manager, or related role
- A rich understanding of customer business 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.
Responsibilities
- 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 business 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.
Preferred Qualifications
- 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
- Speak a language other than English with business fluency.