The Customer Adoption Program Manager’s goal is to work closely with our CSM's and our customers to define adoption strategies, goals, and success plans that achieve Customer Positive Business Outcomes, and other critical customer metrics.

This role will be responsible for building out a comprehensive adoption program that can scale with our changing customer landscape. The learnings from this work will develop into discreet service offerings, self-service material, data processes, and other critical operational components to drive value for our customers.

The Customer Adoption Program Manager is responsible for creating one of the first and most important impressions of the company to our customers; and therefore, must have a genuine enthusiasm for customer focused work, and have a deep understanding of our Customers and their needs.

Key Responsibilities:

• Work with teams across the organization to bring maximized value to our customers.
• Partner closely with our Ethics and Compliance center of excellence to ensure we are in a closed feedback loop.
• Lead our small team of customer success training specialists to oversee the development of our customer training practice.
• Project manage the continual improvement of the program, and regularly report out on progress, metrics, executive asks, etc.
• Work with leadership on customer growth strategies based on intimate customer knowledge.
• Continue to work directly with critical customers as needed.
• Work as a consultant to CSM’s and Customers to create success plans that drive optimal adoption and growth.
• Become an expert on the quantitative and qualitative elements that drive optimal customer adoption.
• Become an expert on the Convercent platform – its use cases and best practices.
• Identify and coordinate where customers require additional training and enablement.
• Bring forth opportunities for growth to CSM’s when a potential Convercent solution has been identified.
• Help to create an ongoing repeatable adoption process that addresses both high touch strategic segments as well as lower/digital touch segments.
• Work closely with the CS operations team on the development of customer adoption materials for self-service.
• Work closely with cross functional organizations to align on strategies, collaborate, and to communicate customer learnings through a feedback loop.
• Contribute to Convercent’s Thought Leadership initiatives.
• Become an active member in the Converge customer community.
• Remain current on the Convercent platform, company, and E&C program development.
• Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
• Work closely with the Customer Marketing Manager and Knowledge Base Manager to ensure that all customer-facing adoption documents are current, relevant, and value driven.

Skills and Qualifications:

• Experience with data integration and analytics.
• Deep familiarity with Convercent customers and product.
• Proven record of providing trusted advisement to Ethics and Compliance customers.
• Proven experience co-creating plans with customers to achieve specific outcomes.
• Comfortable working with all levels of stakeholders including day to day administrators and Executives.
• Understanding of the Convercent technology & adoption fundamentals.
• Experience creating change management plans and/or mutual success plans for integrating technology within an organization.
• Work as part of the broader customer success team and continually understand our customers better through consistent interaction with the team-members.
• Passion for customer work.
• Comfortable working with ambiguity and quickly changing environments.
• Highly collaborative, and willing to lead and work with varied teams to achieve goals.
• Aptitude for creating processes
• Exhibits the technical acumen to learn new tools quickly.
• Deep understanding of the Convercent customers, software, and services is a plus.
• Experience in Ethics & Compliance is a plus.
• Ability to leverage/show deep domain knowledge to drive customer success.
• 1-3 years minimum work experience within the SaaS industry.
• Experience working directly with customers on implementation and adoption of technology.
• Comfortable with data processes and hygiene.

Compensation & Benefits:

The salary and variable compensation ranges provided here are just that—a range! The offer that is ultimately extended is based on level of experience, skillset, certifications and education. 

• Compensation: $110,000 - $138,000 base salary + variable compensation
• 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.