About us:

Cognism is the leading European lead-generation company, providing Business-to-Business Software-as-a-Service to over 1,000 clients across Europe, America, and the rest of the world. It is a rapidly growing UK tech company that has over 400 employees in 6 countries after only 5 years of operations. Our specialities include - Lead Generation, Sales, AI, ABM, Outbound, Data Cleaning, Email Verification, Data Enrichment, Outbound Marketing, Lead Prospecting, and GDPR.

We are seeking an Implementation Specialist to join our Skopje Team on a full-time basis and be the first point of contact for our customers and provide implementation of our products. You will be part of the team in charge of thorough implementation process for our customers and ultimately provide a positive experience to customers through a proper adoption of Cognism products. This role would suit those who are passionate about supporting customers, tech savvy and having working knowledge of web-based solutions ideally gained in a tech company.

Main Responsibilities

• Be a customer advocate and drive amazing customer service to our external customers
• Meeting with clients 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.
• Creating a project plan for each client, detailing the tasks that need to be completed for the timely integration of Cognism products.
• Communicating with clients throughout the onboarding 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 and follow through in the first 30 days after onboarding as main PoC.
• 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.
• Participate in holiday on-call rotation as required (holiday premium pay)

• A strong sense of cultural communication nuances when dealing with international clients
• Exceptional written communication and attention to detail
• Ability to explain customer enquiries in a clear and easy to understand way to tech and non-tech audience
• Problem solving skills – the ability to think outside the box with a desire to learn and improve
• Flexible, collaborative approach to working with broad cross-functional teams
• Demonstrated ability to work with a variety of IT tools, knowledge base architecture and proficient in Microsoft Office suite
• Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus.
• Experience working in a B2B, or SaaS environment would be highly regarded

Join a positive and friendly culture where learning is valued and supported. We are a tight-knit team that empowers people through leadership, training and knowledge-sharing. We also offer several benefits that might interest you:

• Hybrid work model/work from home
• 24 days of vacation
• Annual Performance Bonus
• A strong focus on work/life balance with access to Birthday leave and wellness allowance
• Snack bar at the offices at all times
• Access to Cognism’s Employee Assistance Programme with Health Assured
• Company activities and team-building adventures
• Employee Referral Programme
• Private Health Insurance

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. So, if you have a passion to learn and you’re excited about technical support you are welcome to reach out to us. We look forward to meeting you!