The Customer Experience Digital Communications Manager will help to define the tech touch and digital communications experience for Convercent Customers. They will transform our current 1:1 engagement model to a 1 to many, utilizing a prescriptive customer focused digital strategy.

This role will help define the tool stack needed and resources required to achieve our goals and will work to inform the workflows and content needed.

This person will work as part of the broader customer success team, and is expected to continually understand our customers better through consistent interaction with the team. They will also work closely with cross functional organizations to align on strategies, collaborate, and to communicate customer learnings through a feedback loop.

This role will report to the Sr Director of Customer Success Strategy and Transformation.

Key Responsibilities:

• Lead digital customer success and experience strategies that are targeted toward optimizing customer adoption and value realization.
• Create and iterate on workflows that support our customers’ path to more mature and effective Ethics and Compliance Programs.
• Align digital adoption and communication strategies with Convercent product awareness & desired revenue targets.
• Participate in the design, build, and measurement of scalable processes, workflows, and automations in digital communication tools that will enable the Customer Success team to deliver exceptional experience to our rapidly growing customer base.
• Enable the Customer Success team with digital channels that empower them to communicate with their customer base more effectively.
• Serve as a critical connection between the marketing team and customer success to ensure brand consistency and alignment with go to market strategies.
• Continually improve the customer experience by innovating workflows and content that keeps customers highly engaged with the product and with our brand.
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
• Create, collaborate, and re-purpose content that drives customer value and engagement through digital channels.
• Assist with training and change management efforts that will transform customer success processes and behaviors to adopt increased digital connectivity with customers.
• Project manage strategic initiatives aligned to both the CS Teams’ and the company’s goals; create project plans, run meetings, own timelines, and hold team-members accountable for project tasks required.
• Participate in OKR’s that impact customer communication, up-sell/cross-sell, adoption, and experience strategies and outcomes.
• Work closely with the Customer Success Operations Manager and Community Knowledge Base Manager to ensure that all customer-facing communications are high quality, relevant, and value driven.
• Support the strategy of the customer community as a critical channel for customers to learn and connect.

Skills and Qualifications:

• Familiarity with Digital Marketing tools, (Hubspot, Marketo,) and/or the digital capabilities of Customer Success automation tools, (Gainsight, Totango, ChurnZero)
• Familiarity with both Customer Success methodologies as well as Marketing and Sales.
• Deep understanding of the Convercent customers, software, and services.
• Ability to create customer facing written, visual, and interactive content that is engaging and aligns with company brand standards.
• Passion for customer work.
• Ability to translate personal and prescriptive customer interaction to the digital realm.
• Comfortable working with ambiguity and quickly changing environments.
• Highly collaborative, and willing to lead and work with varied teams to achieve goals.
• Exhibits the technical acumen to learn new tools quickly.
• Understands data processes.
• Experience creating digital workflows through multiple channels.

Compensation and Benefits:

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

• Compensation: $75,000 - $90,000 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.