Senior Client Enablement Consultant

Remote /
Client Services – Client Enablement and Support /
Full-Time (Salaried)
Cogito is searching for a Senior Client Enablement Consultant to join our Client Services team! As a Senior Client Enablement Consultant at Cogito you’ll ensure thousands of contact center professionals are successfully on-boarded on Cogito’s software and it is fully adopted throughout their organization. You’ll do this by creating a bespoke change management and enablement solution for each user group, developing compelling content, leading in-person and remote training sessions and offering strategic, data-fueled guidance on best practices and software adoption strategies. On a daily basis, you will have the chance to help chart the roadmap to success for your clients, across their journey with Cogito. You will work closely with the Client Services team, including our Program Managers, to bring the overall Customer Success vision to life at Cogito by designing e-learning modules, creating adoption initiatives & deploying innovative engagement and change management techniques. Those who thrive in this role are entrepreneurial, hands-on and obsessed with the success of our clients. This person could be located anywhere as we have adopted an Office Optional Culture. Among those who are encouraged to apply are present and former Contact Center Supervisors and Front Line Leaders, trainers & coaches! 

Responsibilities:

Own Change Management milestones during the lifecycle of a client

Master the Cogito software and maintain a deep understanding of client use casesEnvision, plan, and implement programs to improve client usage & happiness

Create compelling training assets and materials for users (written and visual / video)Delight end users and identify advocates within client organizations; develop relationships with key members of our clients’ teams in order to learn more about their best practices

Solve and/or triage end user support issues; own client-facing communication on these issues and actively work with internal teams towards a path to success

Drive behavior change through use of Cogito by developing tailor-made enablement and adoption strategies for our clients; use data to make decisions and recommendations to help our client stakeholders drive adoption and behavior change

Work cross-departmentally to execute on company wide initiatives

Skills:

Strong background in the creation of training sessions and training design

Deep understanding of the Contact Center industry and its culture

Enjoy speaking to groups and presenting to stakeholders at all levels

Strong organizational and project management skills to effectively multi-task across clients

Familiarity with technology including G-Suite, MS Office, learning management systems, project management software and help desk software

Ability to thrive within self-directed, fast-paced, entrepreneurial work-environmentsAbility to educate both internal and external stakeholders on Change Management best practices

Ability to forge relationships with our end users and client-side stakeholdersExcellent problem solving and critical thinking skillsStrong communication skills and the ability to effectively lead electronic or in-person conversations

Adaptability to the ever changing landscapes our clients are faced with

Requirements:

Experience working in and/or with large complex contact centers

Bachelor's degree with 4+ years of experience in a Contact Center as a Supervisor, Coach, Trainer or Operations Specialist, or in a similar position

Experience training, coaching and engaging with contact center professionals

A proven track record of consistently meeting and exceeding goals and working to balance complex and varying client needs

Ability to travel to client sites (travel to resume based on COVID-19 restrictions and safety precautions)
Benefits
- Your choice of comprehensive benefits for you and your family’s health, dental, vision, disability, and life insurance
- Frequent catered lunch and live product demos
- 401(k) retirement plan options
- Ongoing professional development and cross-training
- 20 days vacation time, 5 days sick time, 2 floating holidays and 11 company holidays (yes, Patriot’s Day is a holiday)
- 2 "Be Gentle" personal days
- Company paid parental leave upon hire
- Competitive pay, stock options, and annual bonus eligibility
- Stock options via equity grants 
- Eligibility for annual bonus for all non commissioned employees 
- Casual and inclusive office atmosphere
- Office Optional policy where Cogician’s choose where they work either primarily remote, primarily in office or hybrid 
- Ability to support Cogician’s anywhere in the US through our Office Optional policy


Equal Opportunity Employer
Cogito is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.

Authorization to Work
Applicants for employment in the US must be authorized to work in the US.