The Sr Manager of Data Analytics is a vital member of the Convercent Customer Success Leadership Team. This individual will be a leader responsible for the strategy, execution, and management of the Professional Services Data Team. Our Customer Success organization is growing, and this leader will need to have a good understanding of both Customer Success and Professional Services organizations to enable our customers to drive Ethics to the center of their business.  Our Professional Services Data Team is ultimately responsible for the successful ingestion of data into the application and creating and delivering custom reports.  This role will focus on coaching and leading our Data Team members to include Data Specialists who manually ingest HR data and legacy system data into the application and a team of BI analysts who deliver our customer custom reporting needs. This role will be focused on building out the analytics and data program to Manager and Technical Consultant roles to increase efficiency and time to value. This role will be a strong patterner across Customer Success and Professional Services Leadership to ensure consistency and alignment across all phases of the customer lifecycle.

You will understand the data team members’ role, processes, and paths to success and help to remove roadblocks and improve efficiencies within the broader customer success organization. You will be responsible for partnering cross functionally with our support, customer success, product, and sales team to deliver customer outcomes.

This role will report to the Sr Director of Professional Services.

Responsibilities include, but are not limited to:

• Build and lead a high performing team of Data Specialists and Analysts with varying levels of experience
• Deep understanding of the Convercent customers, software, and services.
• Ensure accuracy of data and deliverables of reporting employees with comprehensive policies and processes.
• Developing and implementing comprehensive strategies that allow data to be transformed into business insights that are used for decision making and strategic planning across high levels of the Convercent’s customers’ business.
• Use advanced data modeling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.
• Provide direction and build a team, making hiring decisions and deciding where each analyst's skills will prove most productive for the organization
• Work closely with the revenue management to align on strategies, resource availability and assignment, and account opportunities (i.e., opportunities and risks)
• Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations.
• Drive performance metrics: customer engagement, project backlog, projected resource assignment, time to value, and speed of services
• Guide Data team members on their professional development journey
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
• Oversee the data/report requests process: tracking requests submitted, prioritization, approval, etc.
• Work closely with the Support, Professional Services, and Customer Success Manager to ensure that customer outcomes are met.

Desired Skills & Experience:

• 5 years minimum work experience in a position monitoring, managing, manipulating and drawing insights from data
• 3+ years of People Management experience
• Comfortable working with ambiguity and quickly changing environments.
• Highly collaborative, and willing to lead and work with varied teams to achieve goals across multiple time zones
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate teams.
• Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
• Working knowledge of data mining principles: predictive analytics, mapping, collecting data from multiple data systems on premises and cloud-based data sources.
• Strong SQL skills, ability to perform effective querying involving multiple tables and subqueries.
• Understanding of and experience using analytical concepts and statistical techniques: hypothesis development, designing tests/experiments, analyzing data, drawing conclusions, and developing actionable recommendations for business units.
• Must be an expert in Microsoft Excel functionality, formulas, pivot tables
• Proficiencies in PowerBI, SQL Server Analysis Services, and GIT are required.
• Experience in JIRA and Salesforce, or other similar systems, required
• Experience working with and creating databases and dashboards using all relevant data to inform decisions.
• Experience using analytics techniques to contribute to company growth efforts, increasing revenue and other key business outcomes.
• Strong problem solving, quantitative and analytical abilities.
• Excellent communication, collaboration and delegation skills.
• Ability to develop strategies, translate them into initiatives and track successful delivery.

Compensation and Benefits:

The salary 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: $160,000 - $180,000 base salary
• This position includes unlimited time off, comprehensive benefits package (including medical, dental, vision), monthly tech stipend, 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.

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.