: Strategic Services Consultant

The Strategic Services Consultant utilizes domain expertise and acts as the services professional who can deliver Cogito solutions to the customer that support a clients long-term strategic roadmap.

The Strategic Services Consultant helps Cogito close the gaps between the product and 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 clients efforts and ensure they have a solid understanding of the potential of machine learning to improve business outcomes.

Responsibilities:

  • Develop innovative strategies to improve the viability of Cogito solutions and enhance the customer experience, engagement and outcome
  • Deliver custom strategic advisory services outside of the Cogito product designed to generate increased value and sustainability for the client
  • Define and interpret customer needs and requirements to understand, anticipate, and match customer gaps and capabilities to Cogitos solution
  • Partner closely with Client Directors, Business Intelligence Consultants (Insights), Program Managers & Enablement Resources, Solution Consulting and Customer Success Managers, and foster an integrated, collaborative approach
  • Demonstrate expert leadership and accountability for delivering large and small scale Strategic Service customer engagements and best practice consulting focused on emotionally intelligent change management programs, performance improvement initiatives, and enhanced adoption within the contact center environment
  • Generate measurable return and leverage the clients investment in Cogito technology to unlock hidden value centers and accelerate benefit realization potential
  • Maintain expert proficiency in current industry standards and emotional intelligence processes in order to produce artifacts that help promote Cogitos capabilities to continuously improve client outcomes

Requirements:

  • Minimum of 7 years of business consulting experience within an operations environment, preferably contact center
  • Bachelors degree in a related discipline, advanced degree strongly preferred
  • Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
  • Demonstrated ability to quantify a variety of economies of scale, develop persuasive value propositions, and communicate clearly and concisely across multiple levels
  • Familiarity and/or certification with Emotional Intelligence applications
  • Extensive experience as an independent driver of transformational change at the enterprise level
  • Collaborative approach to building replicable self-sustaining solutions that can be easily adopted by client resources
  • Exceptional communication and presentations skills that build confidence and credibility
  • Highly articulate and able to confidently explain complex concepts in a clear, simplified manner
  • Strong domain & industry expertise combined with advanced strategic and project management skills
  • Exposure to Machine Learning Technologies
  • Able to manage multiple, complex opportunities simultaneously
  • Innate passion for seeking depth and comprehensive understanding of client needs, Cogito solutions and the ever-changing market
  • Must be willing to travel up to 75%


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.