Job Description

ABOUT US

Cognism is a smart all-in-one marketing and sales acceleration solution. We provide organisations a GDPR compliant way to prospect leads and enrich data and are a next-generation revenue intelligence platform that uses AI to help customers discover their next best business opportunity.

Our service is used for B2B lead enrichment, lead generation and marketing/sales automation. Currently we already have 200+ clients and have released native applications for Salesforce and Microsoft Dynamics.Our specialities include - Lead Generation, Sales, AI, ABM, Outbound, Data Cleaning, Email Verification, Data Enrichment, Outbound Marketing, Lead Prospecting, and GDPR.

We have also recently been awarded as one of the LinkedIn 2020 Top 10 Start-ups to work in!

ABOUT THE ROLE

We now have an exciting opportunity for a Technical Support and Implementation Manager to join our expanding service team. This role requires a proactive approach to both our customers and our internal staff.

You will be required to complete important technical tasks, and support clients from our US and European offices. You will also assist our users in having a seamless journey through our software platform, and work with other departments to provide solutions in a timely manner.

Your role as a Technical Support and Implementation Manager will fundamentally be helping customers successfully use our tools. This is a dynamic position, in a fast growth SaaS company; and you must therefore be comfortable with multi-tasking and time management, to ensure that SLAs are consistently met.

This role is open to remote applications however, the candidate will need to work EST hours in order to meet the demands of our US office. Flexibility available (+/-) hours and only on certain days (but this could be subject to change).

PRIMARY DUTIES & RESPONSIBILITIES:

• Implementing both Cognism and Mailastic products successfully into our customer base (in particular our Salesforce Application and our Mailtastic signature tool)
• 3rd line technical support, assisting customers with escalated technical issues
• Working with our Customer Success teams to provide a seamless onboarding experience
• Generating a feedback loop for product innovation
• Technical Troubleshooting and logging
• Tech Support Investigation
• Adhering to Company SLAs
• Provide pre-sales support for clients with potential blockers or technical questions
• Assist with creating and delivering content for internal training sessions

REQUIREMENTS

• Experience with email systems such as Gmail/G Suite and Outlook/Office365
• Working knowledge of Salesforce.com or other CRM systems
• Passion for outstanding customer service with a focus on delivery
• Excellent computing skills and an appetite for new technology/tech savvy
• Proactivity, in order to understand/address/manage/anticipate the needs of our customers
• Ability to thrive in a fast-paced and evolving environment
• Strong organizational and project management skills
• A collaborative working style and team-orientated
• Strong work ethic
• Exceptional written and spoken English skills
• Ability to communicate technical matters to clients and colleagues in clear, concise language

DESIRABLE:

• Experience in a similar role
• German speaking advantageous
• An understanding, or ideally experience of HTML
• An understanding of concepts around email deliverability

BENEFITS

• A great compensation and benefits package
• Chance to work with the best people in the industry
• Generous holiday allowance plus all the usual public holidays
• Access to Cognisms Employee Assistance Program with Health Assured
• Generous monthly Wellbeing Allowance
• A remote GP service