The Support Growth Team Lead creates and owns the program plan for Convercent’s premium and multiple-application onboarding. Support Growth onboarding engagements in a leadership capacity. As a Team Lead, you will be in a player/coach role allowing for time to be divided between delivering customer outcomes and managing the program goals and assignments. You will partner with the customer, CSM, and internal onboarding team to deliver the desired customer outcomes. You will also create efficiencies in process and manage the finer details of the program process. Most importantly, you will manage to the desired outcomes and benefits, to deliver the most value to our enterprise-level customers. 

Key Responsibilities: 

• Drive customer onboarding engagement program creating accountability for internal team members 
• Ensure all team members understand the project goals, desired outcomes and their role in achieving those outcomes 

• Absorb, track, and communicate program changes to leadership 
• Provide status updates regularly and proactively to build trust within the Customer Success organization 
• Regularly evaluate progress of the onboarding engagement against the desired outcomes and adjust accordingly 
• Ability to work under compressed timelines and the associated pressure, both internal and external, that comes along those compressed timelines  
• Coordinate work across multiple teams, across global time zones, and using multiple applications 

• Engage internal leaders and subject matter experts, as appropriate, to promote success for the engagement and the customer 
• Maintain awareness of the Ethics and Compliance environment 
• Evaluate implementation practices and contribute to improving those practices  

Required Skills and Experience: 

• 3+ years of experience with SaaS product implementation projects 
• Experience in a customer facing role and a passion for working directly with customers to deliver the best possible outcomes 
• Understanding of the software development life cycle with an enthusiasm for technology and demonstrated technical aptitude 
• Capacity for planning to the extreme, yet gracefully pivoting when evolving goals and priorities inspire change 
• Ability to communicate effectively and confidently with multiple audiences, including executive stakeholders 

• Skilled at working effectively with cross functional teams while balancing multiple, complex projects at the same time 
• Ability to multitask in a fast-paced environment while maintaining exceptional attention to detail 
• Proficiency with Salesforce, Smartsheet and Jira is a plus 

Compensation & 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: $85,000 - $105,000 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.