Cognism is a smart all-in-one marketing and sales acceleration solution. We provide organizations a GDPR compliant way to prospect leads and enrich data and are a next-generation revenue intelligence platform that uses AI to help customers discover their next best business opportunity.
Our service is used for B2B lead enrichment, lead generation, and marketing/sales automation. Currently, we already have 200+ clients and have released native applications for Salesforce and Microsoft Dynamics.
Our specialties include - Lead Generation, Sales, AI, ABM, Outbound, Data Cleaning, Email Verification, Data Enrichment, Outbound Marketing, Lead Prospecting, and GDPR.
We have recently been awarded as one of the LinkedIn 2020 Top 10 Start-ups to work in!
About the Role:
We are now seeking a Customer Marketer who will partner closely with our Customer Success and Marketing Departments in order to provide a best-in-class customer experience through ‘over and above’ service levels, maximizing product adoption; and driving existing customer retention and existing customer growth with 1:1 support, training, and integration of Cognism products with existing customer workflows.
This position will be responsible for both the remote and on-site support and training of Cognism products, ensuring that our customers (new and existing) derive optimal value from the products and services which they subscribe to. This position will also serve as a knowledgeable resource and customer voice.
Roles and Responsibilities:
Support Customer Success and Product Marketing Lead in post-sale product training activities, in an effort to enhance the customer experience. Activities here will include, but are not limited to:
- Training implementation and delivery
- Training documentation development
- Adoption analysis and solution recommendation amp; implementation
- Active problem-solving
- Ongoing support throughout Cognism’s suite of products and their lifecycles.
- Conducting regular onboarding sessions for new customers, and new employees at existing customers.
- Frequently conducting expert sessions on advanced prospecting topics, and on our new tools and products; in live sessions with active Qamp;A opportunity.
- Proactively/reactively provide Customer training via Zoom, webinar, phone, email, on-site visits (where possible and appropriate) etc. to drive product adoption, and drive customer satisfaction and retention.
- Action top tier training escalations for all Cognism products and services; providing follow-up as appropriate.
- Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations, and record in Salesforce for future reference.
- Conduct appropriate levels of preparation ahead of customer visits/trainings; including company research, training documents, liaison with Sales teams for any problems that may have been encountered.
- Assist in creating and maintaining a proactive and positive environment within Customer Success, Marketing, Sales and other departments that may impact Customers.
- Interact with third party vendors - participating in training and relationship building through joint on-site customer visits, mutual training and customer support.
- Regularly attend internal meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding product, customers and markets.
- Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass these leads onto appropriate colleagues.
- Help customers to adopt technical products and product portfolio via education and problem resolution.
- Collect, report and act on Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback.
- Assist internal product learning and development at the onboarding stage, and beyond
- Act as subject-matter-expert wherever possible.
- Manage and deliver special projects as assigned by leadership for the benefit of the Customer Support Teams.
- Own and work on all product documentation material to ensure it is useful and engaging for customers.
- Build out customer lifecycle marketing, delivered across appropriate channels.
Requirements
- Previous face-to-face and virtual training experience, working with people of all levels essential, or
- SaaS/technical knowledge/ability coupled with excellent people skills.
- Proven ability to work alone as well as in a team and work to tight deadlines.
- Flexibility for travel when face-to-face can resume.
- Ability to proactively understand customers' needs and absorb crit