Cognizant Romania ishome to 2300+ creative technologists and is one of Eastern Europe's largest Software Product Engineering delivery networks. We serve global clients in several industries, including Banking & Financial Services, Insurance, Healthcare & Life Sciences, Communication Media & Technology, and Retail & MLEU (manufacturing, logistics, energy & utilities).

Cognizant Romania was established in 2018 when Cognizant acquired Softvision, a company founded in the late 1990s in Cluj-Napoca, Romania. We continue to build on our history as the preferred engineering partner for thriving Silicon Valley tech companies, now as a prominent Cognizant next generation studio.

We are looking for a fast-paced, dynamic, results-driven Account Manager to join our Small and Medium Business (SMB) team. In this role, you will be the primary point of contact for our merchants, ensuring they derive maximum value from our platform. You will balance proactive relationship management with data-driven strategy to drive retention, resolve complex issues, and identify growth opportunities.

Core Competencies

• Customer Engagement: Exceptional interpersonal skills with the ability to build rapport, establish long-term trust, and provide solution-oriented support.
• Analytical & Critical Thinking: Ability to dive into operational data (order history, KPIs) to diagnose performance issues and spot early warning signs of churn.
• Sales & Negotiation: Confident in articulating platform value and leading commercial discussions to support merchant retention and reactivation.
• Technical Proficiency: Skilled in CRM tools (Salesforce/HubSpot), reporting platforms (Looker), and communication stacks (Slack, Outreach, WhatsApp, Beehive).
• Adaptability: A high level of agility to thrive in a fast-paced environment and quickly pivot when processes or merchant needs change.

Key Responsibilities

• Revenue Growth & Upselling: Proactively identify opportunities to introduce Bolt add-ons and features to merchants, maximizing revenue per account through strategic upselling.
• Escalated Support Management: Act as the final point of resolution for complex merchant issues managed via Beehive that exceed the scope of standard Customer Support.
• Performance & Productivity: Maintain high efficiency by adhering to agreed Average Handle Time (AHT) targets. You will be expected to manage opportunity volumes effectively (e.g., managing ~45 opportunities per day based on a 10-minute AHT).
• Cross-Market Collaboration: Demonstrate flexibility by providing support to other global markets during periods of lower local workload. This ensures optimal resource utilization and helps maintain high service standards across the entire organization.
• Market Agility: Support the broader team with ad-hoc activities and special projects as requested by the market to meet evolving business demands.

What We Look For

"The ideal candidate isn't just a problem solver—they are a growth partner. We need someone who can read between the lines of a data report to save a merchant's co-operation while simultaneously identifying the perfect moment to scale their partnership with us."

• Experience: Previous experience in Account Management, Customer support, or Merchant Success in a fast-paced SMB industry
• Efficiency: A disciplined approach to time management and a "numbers-driven" mindset regarding daily output.
• Communication: A "people person" who is equally comfortable in a technical dashboard as they are in a negotiation.
• Global Mindset: A collaborative spirit and the willingness to jump in and assist colleagues in different regions when required.

Cognizant Romania Employee Benefits:

• Flexible Work Schedule - Outside of main work hours, you can create a schedule that suits your needs
• Annual Vacation Days - 26 days to relax, explore and spend time with loved ones
• Trainings, workshops, and certifications, unlimited Udemy subscription and more
• Private medical package
• Meal tickets
• Referral bonuses
• Life insurance
• Banking services
• Bookster
• EAP program - wellbeing benefits

Please note that only suitable candidates will be contacted and that by applying to this role you are being informed about your personal data being processed by Cognizant.

You can find more details here: