Customer Growth Specialist at Convercent by OneTrust

| Greater Denver Area
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The Customer Growth Specialist is a dynamic and driven individual contributor responsible for identifying and securing opportunities for customer account expansion while contributing to the overall revenue growth, customer satisfaction, and retention of the Customer Success and Professional Service organizations. This individual will work closely with the CX Digital Engagement Manager to develop Convercent's overall upsell/cross-sell strategy.  

The primary executioner and project manager for customer expansion campaigns will be a vital function of this role. Campaigns will need to be centered around creating a more positive experience for our customers by focusing on how our applications and services can provide more value and help them reach their Ethics & Compliance goals. With our customer count expected to increase sustainably, it will be essential to keep efficiency and scalability front of mind. 

This person will be part of the broader Customer Success and Customer Experience Operations team and will work to continually understand our customers better through consistent interaction with the team and other feedback loops. The individual must also have the drive and motivation to get up to speed quickly on existing and upcoming CVT and OT products and services, so previous SaaS experience is a plus. This person will work closely cross-functionally to align strategies, collaborate on campaign creation and execution, and communicate customer learnings through a feedback loop.  

This role will report to the Manager of CX Digital Engagement and is integral in executing strategic customer expansion campaigns, activities, and digital touchpoints.  

Responsibilities may include, but are not limited to:  

  • Work closely with the Adoption Manager to ensure strategy alignment and identify key touchpoints in the customer's journey that are prime for expansion conversations or touchpoints. 
  • Focus on designing, building, and measuring scalable processes, workflows, and automation to enable a positive expansion experience for our customers and enable the team to act as strategic partners. 
  • Work cross-functionally with CS, PS, and Sales to ensure alignment on the expansion process and support the awareness and adoption of customer campaigns  
  • Create a digital rapport with customer accounts, make them feel comfortable, and update them on topics/solutions pertinent to them through a variety of digital touchpoints and channels 
  • Work closely with the Digital Engagement Manager, Knowledge Base Manager, and the Marketing team to ensure that all customer-facing communications are high quality and relevant to our strategies.  
  • Collaborate with Product Marketing on campaign messaging 
  • Project manages expansion initiatives; creates project plans and campaigns; runs meetings; and holds team members accountable for required project tasks and timelines.  
  • Assess and track customer outreach using tools like Salesforce, HubSpot, Pendo, and Outreach. 
  • Work with CX Ops and Reporting team to identify key metrics, update client contact information, as well as other client changes via reports and dashboards 
  • Monitor client satisfaction with internal tools, GetFeedback, and customer outreach 
  • Aligns with CX Content team on monthly Customer Newsletter and other appropriate communications 
  • Work with CX Content team to create, manage and update the EBR slides and other customer-facing slides related to expansion 
  • Create digital feedback touchpoints with customers to monitor PFR requests and to ensure they are receiving the tools and support they need to achieve their ethics and compliance goals 
  • Track customer contract renewal dates to prevent customer churn and increase customer retention rates proactively 

Desired Skills & Experience:  

  • Familiarity with Customer Success tooling (Pendo, HubSpot, Gainsight, GetFeedback, or similar products)  
  • Highly collaborative and willing to lead and work with various teams to achieve goals.  
  • Passion for customer work.  
  • Marketing, Communications, or Design background is a bonus 
  • Great written and verbal communication skills 
  • Strong organizational skills, deadline-driven, and excellent attention to detail 
  • Must be a motivated self-starter with a proactive personality who can work independently or with a team 
  • Comfortable working with ambiguity and quickly changing environments.  
  • Technical aptitude and ability to learn proactively. 
  • Desire and aptitude to quickly gain a deep understanding of Convercent customers, software, and services.  
  • 1+ years of experience creating and executing expansion campaigns and optimizing customer communications to drive upsell, cross-sell, and retention. 
  • Experience managing, tracking, and reporting on campaign results and KPIs. 
  • Previous experience working for a SaaS company or scaling post M&A is a bonus.  

Compensation and Benefits: 

The salary compensation range provided here is just that—a range! The offer that is ultimately extended is based on level of experience, skillset, certifications, and education.  

  • Compensation: $65,000-$75,000 plus annual bonus
  • This position includes generous time off, comprehensive benefits package, monthly tech stipend, 401(k) match, and company-paid sabbatical at five years of service. 

About Convercent: 

Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard—and expectations—for how companies safeguard their financial and reputational health. 

U.S. EQUAL OPPORTUNITY EMPLOYMENT INFORMATION (COMPLETION IS VOLUNTARY)

Why are we asking you for this information? We are committed to be a more diverse, inclusive, and equitable workplace. If you choose to fill out these demographic questions, your response will help us identify how we can improve our hiring process to support a more diverse workplace is entirely voluntary. Your responses, or choice not to respond, will not be associated with your application for this role, will not be used in making any hiring decisions, and will be recorded and maintained in a confidential file.

Completion of these questions is entirely voluntary. Your responses, or choice not to respond, will not be associated with your application for this role, will not be used in making any hiring decisions, and will be recorded and maintained in a confidential file.

Hiring from a wide variety of backgrounds is important to us, because our customers and their employees come from a wide variety of backgrounds. Individuals seeking employment at Convercent are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent by OneTrust

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent by OneTrust Perks + Benefits

Convercent by OneTrust Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes Healthcare (we pay 100% medical, dental and vision for employees), Unlimited PTO, Paid family leave, 401k match, Eco-Pass, monthly technology stipend and ClassPass. Also, once you reach 5 years at Convercent, you qualify for our sabbatical benefit! This includes 5 consecutive weeks off, and a $5000 bonus to recognize this incredible milestone.

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Intracompany committees
Culture Club BLM Task Force Guide Program Mentor Program
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Unconscious Bias Training Diversity Metrics Reported to our Board
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
From virtual yoga and wellness practices to virtual 5K races, we support team workouts.
Mental Health Benefits
EAP Support Groups
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Role-based performance bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Convercent provides up to 4 weeks of parental leave for new parents.
Flexible Work Schedule
Convercent provides employees with a flexible work schedule that empowers them to balance work and life.
Remote Work Program
Convercent's remote work program supports employees working from home.
Family Medical Leave
Company sponsored family events
Convercent typically brings employees and their families together for the annual Summer Bash celebration. During quarantine, we have hosted a virtual talent show for teammates and their families!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
This includes 5 consecutive weeks off, and a $5000 bonus to recognize this incredible milestone.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We support team building during Quarterly Business Planning and our annual HeartBeat event.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications

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