: Client Enablement Consultant

Cogito is searching for a Senior Client Enablement Consultant to join our Client Services team! As a Senior Client Enablement Consultant at Cogito youll ensure thousands of contact center professionals are successfully on-boarded on Cogitos software and it is fully adopted throughout their organization. Youll 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 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

- Stock options via equity grants

- Eligibility for annual bonus for all non commissioned employees

- Casual and inclusive office atmosphere

- Office Optional policy where Cogicians choose where they work either primarily remote, primarily in office or hybrid

- Ability to support Cogicians 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.

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.