Customer Success Manager

| Greater Denver Area
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Responsibilities include, but are not limited to:

  • Enthusiastically welcome new Convercent customers creating training, implementation and change management strategies that align with customer goals and expectations.
  • Establish relationship with customer stakeholders and executive sponsors to become a strategic partner throughout lifecycle by understanding the goals of their Ethics and Compliance program.
  • Assist customer in managing to their Ethics and Compliance goals by identifying new and better solutions that align with Convercent’s core competencies
  • Maintain product expertise across the Convercent solution.
  • Ensure delivery of a first class, genuine and personalized customer experience.
  • Monitor customer metrics to proactively consult with, nurture and provide support to assigned customers.
  • Partner with Sales to identify and develop upsell opportunities and mitigation strategies for at-risk customers.
  • Facilitate business reviews and contract renewals for assigned customers.
  • Support the sales process by participating in product demonstrations and acting as trusted advisor regarding the alignment of Convercent solution and services with customer business needs, implementation requirements and desired outcomes.
  • Identify and support the business needs of a customer.
  • Serve as the customer advocate to internal teams, communicating new business requirements and technology enhancement requests for improved customer experience.

Desired Skills/ Experience:

  • 2 years prior experience in Customer Success, Account Management, Management Consulting or equivalent history of increasing customer satisfaction, adoption, revenue and retention.
  • Account management experience including facilitation of customer business reviews, contract renewals, identifying upsell opportunities and managing a book of business.
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
  • Ability to multitask in a fast-paced environment with an exceptional attention to detail.
  • Experience navigating and driving customer engagements to completion resulting in a high level of product adoption and customer partnership.
  • Highly motivated, self-starter with a passion delivering the best possible customer experience.
  • Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude.
  • Excellent communication, interpersonal skills and eloquent writing skills.
  • Empathy and a unique ability to understand customer needs.
  • Ability to travel to customer sites for in-person customer training and implementation sessions.

About Convercent:

Robust. Agile. Collaborative. And you should see our software. 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. 

Convercent is an equal opportunity employer and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Location

RiNo/Cole @Industry Rino Station

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