Customer Business Executive
Abu Dhabi Revenue Organization – Customer Expansion EMEA / Full-Time / Remote
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 . 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.
Learn more about Cognite here
Our values Impact: Cogniters strive to make an impact in all that they do. We are result-oriented, always asking ourselves.
Ownership: Cogniters embrace a culture of ownership. We go beyond our comfort zones to contribute to the greater good, fostering inclusivity and sharing responsibilities for challenges and success.
Relentless: Cogniters are relentless in their pursuit of innovation. We are determined and deliverable (never ruthless or reckless), facing challenges head-on and viewing setbacks as opportunities for growth.
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 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 partner
