Customer Success Operations Manager at Convercent by OneTrust

| Greater Denver Area
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The Customer Success team at Convercent is in an exciting period of quickly transforming, growing, and scaling. A critical part of this effort is enabling the team with the right playbooks, processes, workflows, data, and analysis.

The Customer Success Operations Manager supports the operational mechanisms of the team through systems, data, and analytical work. They will be responsible not only for assuming existing responsibilities but also for helping to create new processes as part of our transformation.

Key Responsibilities: 

  • Document processes and workflows for the Customer Success (CS) department.
  • Support administration of and accountability to CS processes and policies.
  • Identify system, data, and process improvements. Advocate for those improvements with key decision makers.  Capture requirements for those improvements.
  • Collaborate with CS leaders and individual contributors on creation of Customer Success playbooks to support high-priority strategic workflows.
  • Create, maintain, and monitor dashboards in Salesforce.com (SFDC). Create ad-hoc reports in SFDC for CS leaders or individual contributors.
  • Partner with CS Enablement Manager to keep CS team members informed and up to date on processes.
  • Partner with CS Reporting Analyst to ensure operational data inputs are accurate and accessible.
  • Partner with our Customer Experience team to leverage customer behavioral and user data for analytics and reporting.
  • Work cross-functionally with other departments to stay informed and to contribute to broader initiatives and strategies.

Required Skills and Experience: 

  • 2-3 years working in business operations.
  • Skilled at creating and organizing process documentation.
  • Experience owning Salesforce.com processes and working with Salesforce.com data.
  • Proficiency with Excel and PowerPoint and other Microsoft productivity tools.
  • Experience working in Customer Success or sales organizations.
  • Shows strength in completing high quality deliverables independently and on-time.
  • Ability to work independently as well as collaboratively.
  • Operate with a sense of urgency and strong attention to detail.
  • Ability to multitask and a desire to work in a fast-paced environment.
  • A passion for learning and a willingness for taking on new challenges.

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: $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.

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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 80% medical, dental and vision for employees), Unlimited PTO, Paid family leave, 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
Someone's primary function is managing the company’s diversity and inclusion initiatives
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)
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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