Sr. Customer Success Manager

| Greater Denver Area
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The Senior Customer Success Manager at Convercent is responsible for owning the customer experience within Convercent’s top ARR accounts.  Overseeing a portfolio of roughly 25-30 accounts.  As a Sr. CSM at Convercent you will be tasked with driving customer expansion, removing customer risk and ensuring customers adopts Convercent’s applications to support their E&C business goals.

Responsibilities include, but are not limited to: 

  • Responsible for a portfolio of 25-30 customers responsible for Convercent’s top reoccurring revenue accounts.
  • Establish relationship with customer stakeholders and executive sponsors to become a strategic trusted advisor throughout the customer 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 across Convercent application offerings.
  • Proactively manage customers that are at risk through cross functional support and awareness to remove the drivers of risk.
  • Facilitate Executive Business reviews to enhance Convercent partnerships with key accounts.
  • Proactively manage and own the renewals process from start to closure.
  • 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.
  • Serve as the customer advocate to internal teams, communicating new business requirements and technology enhancement requests for improved customer experience. 

Desired Skills/Experience: 

  • 5 years prior experience in Customer Success, Account Management, Cross Selling in a software organization.
  • 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.
  • Highly motivated, self-starter with a passion delivering the best possible customer experience.
  • Experience navigating and driving customer engagements to completion with a high level of customer engagement.
  • 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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

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 Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes:

-Healthcare (we pay 90% medical, dental and vision for employees)
-Unlimited PTO
-Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners)
-Wellness bonus ($100/month towards wellness expenses
-Stock options
-Monthly cell phone reimbursement
-EcoPass (ride the bus or light rail for free)

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
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
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 days of paid sabbatical after their first 30 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring, Leadership mentoring.
Customized development tracks
Paid industry certifications
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