Customer Business Executive

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. In the realm of industrial digitalization, we stand at the forefront, reshaping the future of Oil & Gas, Manufacturing, and Energy sectors. As part of the esteemed Aker family, Cognite brings forth a legacy of innovation and excellence. Excitingly, we are set to extend our footprint to the vibrant landscapes of India, which opens the door for you to be part of the expansion from the beginning. Join us in this venture where data meets ingenuity, and together, we forge the path to a smarter, more connected industrial future.

Our teams are working on building the next-generation industrial data platform and applications across many different industries, such as Oil & Gas, Manufacturing, and Power & Utility. This includes enabling all types of workflows, including analytics, to assist in making better decisions. We are a good mix of engineers, products, and design. What we have in common is that we care deeply about the user experience and create products that users really want to use.

Our work environment is not just exciting and dynamic, but also intensely collaborative and supportive. You will work with the best domain and industry experts: designers, product managers, software developers, ML engineers, AI engineers, and business leaders. We support one another, ask good questions, and give each other constructive feedback. Our goal is to leverage our diverse set of strengths and backgrounds to build innovative products, to think outside the ordinary, and grind through and nurture a great.

About The Role And The Team

One of the teams seeing the most transformation is our Customer Business Executive (CBE) 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 CBE.

The CBE acts as the primary customer advocate throughout the post-sale lifecycle by driving customer retention, expansion, and satisfaction. The CBE 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.

You will be responsible for:

• Developing trusted advisor relationships with key stakeholders
• Owning relationships with executive sponsors, budget owners, and decision-makers
• Understanding the customer's values, goals, and vision and collaborating with the Cognite Global Value team in developing value roadmaps and customer success plans
• Driving adoption and usage through training, evangelism, and aligning the solution with customer business goals
• Driving customer engagement utilizing one-to-many channels such as Cognite Hub, newsletters, webinars, and events
• Identifying and executing new use cases and expansion opportunities to additional customer sites
• Contributing to customer's success, focusing your expertise on assigned stages of the customer journey
• Identifying, nurturing, and closing upsell/cross-sell opportunities to expand customer lifetime value
• Demonstrating value and leading renewal discussions to ensure customer retention and long-term partnerships
• Collaborating with Account Executive (Sales) and Delivery Manager for customer introductions and relationship hand-offs
• Cultivating customer champions and collaborating with Marketing to build case studies
• Leveraging testimonials and case studies to promote brand awareness and drive new business
• Supporting Account Executives in closing new deals by sharing customer success stories
• Partnering with Sales Enablement to create customized materials for value tracking
• Engaging with relevant partners to your portfolio of accounts into Cognite's customer reference program
• Developing an account strategy and maintaining an internal account plan
• Managing pipeline and forecasting on assigned territories
• Communicating the product roadmap to customers
• Serving as the voice of the customer to both product management and customer community management
• Facilitating and promoting interaction between Cognite product programs and customer end users
• Ensuring customer engagement with newsletters, webinars, and events
• Driving customer enablement through projects, Academy, Community, Support, and solution support
• Identifying and assessing renewal risks for customers' license subscriptions
• Assisting with high-severity requests or issue escalations as needed
• Proactively monitoring customer metrics 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:

• 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
• 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
• 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:

• 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
  • Active users on one-to-many channels for assigned portfolios
• 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
• 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
• Speak a language other than English with business fluency

A snapshot of our many perks and benefits as a Cogniter:

• Join an organization of 70 different nationalities with Diversity, Equality and Inclusion (DEI) in focus
• A highly modern and fun working environment
• Flat structure with direct access to decision-makers
• Opportunity to work with and learn from some of the best people on ambitious projects
• Join our HUB to be part of the conversation directly with Cogniters and our partners.

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.

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. Please do not hesitate to contact our Talent Acquisition team with any questions.