Customer Experience

About Kognitos:
Kognitos is at the forefront of revolutionizing the trillion-dollar hyper-automation market. Our mission is to redefine how software is built and maintained by leveraging cutting-edge multi-agent automation platforms. We are pioneering advancements in agentic workflows, enabling machines to reason, plan, and execute tasks in a deterministic fashion.

Our approach up-levels debugging to English, bypassing traditional programming languages that struggle to adap

As a member of the Customer Experience Team at Kognitos, you will play a key role to ensure customer strategic business objectives are achieved. The Customer Experience Team advises and guides a wide variety of customers, ensuring they get started with Kognitos successfully, adopt it widely, and continually utilize Kognitos to realize business value.

Responsibilities:

• In collaboration with Sales and Solution Engineering, nurture strong customer relationships and capture customer objectives and desired outcomes

• Ensure delivery of expected business outcomes that lead to customer growth and retention

• Monitor contract renewal forecasts and collaborate with internal stakeholders to ensure timely and full renewal

• Perform customer onboarding and general enablement

• Align with customer business leaders and guide and support the creation of their program plan and corresponding success plan

• Uncover and develop account expansion opportunities

• Continually advance the product based on customer input and experiences 

• Drive capture and publication of customer stories and referrals

• Contribute to creating and refining best practices that help to ensure successful customer outcomes and repeatable results

• De-escalate and drive resolution for customer operational and product issues 

• Perform regular touch points with all customer automation program roles, including senior leadership, to monitor and deliver on value-driven initiatives

• Serve as an outstanding cross-team collaborator

• Facilitate events thta drive awareness, product utilization, and customer retention

• Continually monitor and act in accordance to customer health attributes such as CSAT, NPS, Executive engagement, customer self-sufficiency, and product utilization. 

Requirements:

• 10+ years in a senior level customer facing role, with customer success, partner success, or consulting strongly preferred

• 5+ years working with a SaaS or automation technology solution

• Demonstrated experience working with all levels of a customer organization, from end users to senior executives

• Experience making data driven decisions and flexibility to quickly pivot as priorities change

• High degree of competency and comfort in ambiguous and autonomous work environments

• Startup experience is highly desirable, demonstrating the ability to thrive in a dynamic fast-paced environment and perform any function essential to a customer’s success

• Strong understanding of automation principles and best practices

• Ability to guide customer automation program team members on end to end operational best practices

• Strong business acumen with the ability to deep dive into business processes and establish their associated business case 

• Exceptional project management and communication skills, with the ability to effectively prioritize and manage timelines

• Adept with the Microsoft Office Suite or G Suite

• Excellent verbal and written communication skills

• Strong analytical and problem-solving skills

• Diplomacy, tact, and poise under pressure

• Bachelor's degree in Computer Science or related technical field is preferred

Equal opportunities provider

Kognitos is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

Final note

You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.

Equal opportunities provider

Kognitos is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.