The Customer Experience Operations Manager works at the intersection of technology, data, and customer experience on behalf of the Customer Success team at Convercent. As we mature and scale our customer facing organization, we will focus on the ease of self-service and over all heightened experience for our customers.

This role will help define the strategy of the tool stack needed to achieve our goals and will help 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:

• Participate in the design, build, and measurement of scalable processes, workflows, and automations in Customer data tools that enable the Customer Success team to deliver exceptional experience to our fast-growing customer base.
• Focus on areas where customers can more easily and effectively self-serve key activities during on-boarding, adoption, and beyond.
• Serve as a critical connection between the product team and customer success to ensure seamless experiences for our customers, and to support the awareness and the adoption of new updates & releases.
• Continually improve the user-experience to reduce admin work and make it as easy as possible for the Customer Success team to get value from customer systems and data.
• Capture and Analyze customer data across platforms to trigger calls to action.
• Help to create informed observations by Customer Success team to engage with customers both proactively and reactively.
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
• Assist with training and change management efforts to optimize platform success across the company, including training end users and increasing user skills with the platform. Manage user accounts, groups, and security settings within key systems.
• 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.
• Train team-members on new tools, technologies, and reports designed to improve processes.
• Work closely with the Customer Marketing Manager and Knowledge Base Manager to ensure that all customer-facing communications are high quality and relevant to our strategies.
• Drive the strategy of the customer community as a critical channel for customers to learn and connect.
• This is a leadership role, and the individual should expect to manage a small team of support roles.

Skills and Qualifications:

• Familiarity with Customer Success tooling, (Pendo, Gainsight, etc.)
• Familiarity with Customer Community platforms, specifically knowledge bases and driving customer engagement.
• Passion for customer work.
• 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.
• Deep understanding of the Convercent customers, software, and services.
• Experience working directly with customers on implementation and adoption of technology.
• History of working with data processes and hygiene.

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: $90,000 - $120,000 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.