YOUR ROLE

As an Integrations & Implementations Specialist, you’ll help global customers hit the ground running with our products. You’ll turn complex ideas into simple solutions, lead smooth implementation processes, and work with teams across the business to make every customer journey a success. If you love problem-solving, connecting with people, and thriving in a fast paced, multicultural environment—this is the role for you.

YOUR CHALLENGES & OPPORTUNITIES

• Be a customer advocate and drive amazing customer service to our external customers
• Meeting with client's post-sales to understand their requirements, scope the implementation process and define project plans and timelines required to customize and integrate Cognism products
• Manage the implementation process from discovery to sign-off, including managing timelines and milestones
• Communicating with clients throughout the implementation process to obtain feedback on specific use cases and relay to Product Team and ensure that the product meets the customers needs
• Customizing Cognism products based on clients’ individual needs and specifications
• Make an implementation journey based on customers' specific needs
• Track and monitor progress against key performance indicators (KPIs) for the implementation process, including timeliness and customer satisfaction
• Provide regular updates to the customer and other stakeholders on the progress of the implementation process, and manage expectations around timelines and deliverables
• Identify and mitigate risks and issues throughout the implementation process, and escalate issues as needed
• Ensure that the implementation process meets the company's quality standards and follows best practices for project management and software implementation

OUR EXPECTATIONS

• A strong understanding of cultural and communication nuances when working with international clients
• Exceptional attention to detail, ensuring nothing falls through the cracks
• A collaborative, adaptable approach to working across diverse cross-functional teams
• A solid understanding of CRMs and their value in business operations
• Empathy in communication, tailoring your style to suit different cultural and technical backgrounds
• The ability to translate complex concepts into clear, simple explanations for both technical and non-technical audiences
• Creative problem-solving skills, with a proactive mindset and eagerness to learn and improve
• Ability to multitask, prioritize, and manage multiple support cases simultaneously
• Proven ability to work confidently with various IT tools, knowledge base systems, and the Microsoft Office suite
• At least 1 year of experience in a customer-facing role
• Strong verbal and written English communication skills

NICE-TO-HAVE

• Experience with common CRMs such as Salesforce, HubSpot, or Dynamics365beyond theoretical knowledge.
• Familiarity with ticket support systems like Intercom, Zendesk, Jira, etc.
• Ability to create clear documentation – process guides, FAQs, or knowledge base articles for both internal and external audiences
• Experience in a B2B or SaaS/DaaS environment
• French or German fluency is a nice-to-have