Cogito: Strategic Services Consultant

The Strategic Services Consultant utilizes domain expertise and acts as the services professional who can deliver to the customer Cogito solutions that support a clients long-term strategic roadmap. The strategic services consultant helps Cogito close the gaps between the product and the client needs - by leveraging Cogitos unique behavioral change proposition to influence organizational & systemic changes within the operational call center.


The Strategic Services Consultant will support the extensive efforts that a client has an understanding of the potential of machine learning and how best to explain these to a client.

Responsibilities:

  • Deliver custom add-on services outside of Cogito product leveraging an objective consultative approach
  • Manage and interpret customer needs and requirements through astute questioning skills to understand, anticipate and match customer gaps and capabilities to Cogitos solution
  • Develop new strategies to improve the applicability of Cogito solutions and enhance the customer experience, engagement and outcome
  • Partner closely with the Client Directors, Business Intelligent Consultants (Insights), Program Managers & Enablement Resources, Solution Consulting and Customer Success Managers, fostering an integrated team approach
  • Expertly guide large and small scale Strategic Service customer engagements and deliver best practice consulting focused on emotional intelligence change management programs for the contact center and operations center
  • Create measurable value and leverage customers investment in Cogito technology thereby improving Customers ROI as well as profit for Cogito
  • Stay up to date with Industry standards and emotional intelligence processes in order to produce collateral, whitepapers etc. that help promote Cogitos capabilities to continuously improve customers outcomes

Requirements:

  • Minimum of 7 years of business consulting experience supporting a contact center or operational environment
  • Bachelors degree in a related discipline
  • Exposure to Machine Learning technologies
  • Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
  • Demonstrated ability to develop relationships with the C or VP level business users to articulate business value and influence strategic direction
  • Familiarity and/or certification with Emotional and Social Competence Inventory (ESCI)
  • Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes
  • Collaborative approach to building solutions that include working with multiple groups both internally and externally
  • Exceptional communication and presentations skills that build confidence and credibility
  • Highly articulate and able to confidently explain complex models in a clear, simplified manner
  • Strong domain & industry expertise combined with advanced strategic and project management skills
  • Able to manage multiple, complex opportunities simultaneously
  • Innate passion for seeking depth and complete understanding of client needs, Cogito solutions and the ever-changing market
  • Must be willing to travel up to 50%


Benefits

Your choice of comprehensive benefits for you and your familys 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, Patriots Day is a holiday)

2 "Be Gentle" personal days

Company paid parental leave upon hire

Competitive pay, stock options, and annual bonus eligibility

Casual dress and fun office atmosphere

Pre-tax commuter benefits

Stocked groceries in the kitchen

Office location in the heart of Boston with convenience to the MBTA lines


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.

Full-time

Employee Testimonials

Joel Makhluf
Joel Makhluf
Director of Demand Generation

Cogito is a game changer, blending artificial intelligence, machine learning and behavioral science to elevate the human ability to recognize non-verbal social cues and be more emotionally intelligent. I am impressed with all facets of Cogito and knew I was making the right decision to join their team.

Martha Sager
Martha Sager
Business Development Manager

I work for Cogito because serving behemoth companies whose goals are to be customer-centered by empowering agents with tools that provide for more positive outcomes, benefiting all involved, is work that I am privileged to do.  

Derek Popek
Derek Popek
Talent Manager

I know Cogito is the place for me because it hits everything I look for in a company and in an opportunity. I want to be around brilliant, driven and nice people tackling big challenges and that is exactly what we’re doing at Cogito.