The Customer Success Specialist is responsible for supporting and delighting customers in post-sales activities including aspects of onboarding, support, account management and product adoption. 

Reporting to the Director of Customer Success Management, the Customer Success Specialist position is great for individuals who want to develop their Customer Success skill-set. This role is vital to Convercent’s aggressive growth goals and has an opportunity to influence and inform the rest of the organization as the voice of the customer.

Our Customer Success team helps our customers unlock the value of their experience with Convercent and is accountable for retention and account growth. The ideal candidate will have a passion for delivering the best possible customer experience by driving successful implementations, product adoption and customer advocacy.

Responsibilities include, but are not limited to:

• Enthusiastically welcome new Convercent customers and manage implementations through onboarding, training and post go-live support activities
• Ensure delivery of a first class, genuine and personalized customer experience by supporting the business needs of a customer
• Facilitate contract renewals and identify expansion opportunities
• Partner cross-functionally with customer care, professional services, sales and marketing to create customer success strategies that drive positive customer satisfaction, retention and account growth
• Serve as the customer advocate to internal teams, communicating new business requirements and technology enhancement requests for improved customer experience
• Maintain product expertise across the Convercent product
• Monitor customer metrics to proactively consult with, nurture and provide support to assigned customers.

Desired Skills/ Experience:

• 1-2 years prior experience working in a customer facing role
• Enthusiasm for technology and demonstrated technical aptitude
• Excellent interpersonal, verbal and written communication skills
• Highly motivated, self-starter with a passion to achieve personal, team and company goals
• Desire to thrive in a demanding environment, with exceptional attention to detail
• Empathy and a unique ability to understand customer needs
• Knowledge of SaaS solutions preferred, but not required

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.