Senior Customer Business Executive, 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, 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
• MEDDPICC and Command the Message experience

Desirable

• 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
• 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
• 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