Manager, Customer Success and Technical Support

March 13

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Cognira

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Cognira is an advanced promotion solution provider specifically designed for retailers, leveraging AI to optimize various aspects of promotional management. With its PromoAI platform, Cognira helps retailers analyze past performance, plan promotions, and forecast demand effectively, ultimately boosting sales and reducing waste. Founded by data scientists and retail experts, Cognira aims to enhance profitability and streamline promotional workflows for its customers.

Analytics • Big Data • Retail • Wholesale • Data Science

51 - 200 employees

🤖 Artificial Intelligence

🛒 Retail

🤝 B2B

📋 Description

• Lead and mentor the customer success and technical support team, fostering a high-performance, customer-first culture. • Oversee daily support operations, ensuring timely issue resolution and high customer satisfaction. • Coordinate and participate in on-call support, ensuring 24/7 coverage for critical issues, including US hours as needed. • Develop and implement scalable support processes, including ticketing workflows, escalations, and knowledge base management. • Track and optimize key performance metrics (KPIs) for customer satisfaction, response time, and resolution efficiency. • Act as a senior escalation point for high-priority customer issues, working cross-functionally to resolve complex challenges. • Collaborate with Product and Engineering teams, providing customer insights to improve the product and roadmap. • Manage customer onboarding and training, ensuring smooth adoption of Cognira’s solutions. • Support clients during product updates and system maintenance, ensuring seamless transitions. • Maintain proactive customer communication, keeping clients informed on issue resolutions, updates, and best practices. • Own team development efforts, including hiring, onboarding, performance assessments, and career growth planning for engineers and support specialists. • Define success metrics for engineers, assess skill gaps, and drive continuous learning and improvement. • Foster a strong team culture, providing mentorship, coaching, and structured feedback to drive performance and engagement.

🎯 Requirements

• Proven experience (5+ years) in customer success, technical support, or related roles, with at least 2 years in a leadership position. • Strong leadership and team management skills, with a track record of coaching and developing high-performing teams. • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams. • Strong problem-solving and analytical skills, with the ability to manage complex customer issues and drive process improvements. • Experience managing customer support operations, including ticketing systems, knowledge bases, and customer feedback loops. • Ability to balance strategic leadership with hands-on involvement in day-to-day support activities. • Comfortable working in a technology-driven, fast-paced environment. • Nice to have: Experience in SaaS-based enterprise software customer support. • Familiarity with JIRA, Confluence, or similar support and documentation tools. • Experience working with retail technology or AI-driven solutions. • Understanding of agile methodologies and cross-functional collaboration. • Experience driving customer retention and engagement strategies.

🏖️ Benefits

• Competitive salaries and benefits • 22 days of PTO & major national holidays (varies by location) • Work/life balance • A flexible, diverse work environment • Great company culture • Respectful, innovative team • Referral Program Bonus • Social events and after-work activities • IT kit and a welcome pack • Casual dress code