CX Program Manager - HLCM at Convercent by OneTrust

| Greater Denver Area
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The CX HLCM Program Manager leads the digital engagement and process strategy for the onboarding and adoption of our HLCM customers. 

This role will manage and improve the current HLCM onboarding and adoption digital strategies, always with the goal of making a more positive experience for our customers, while keeping efficiency and scalability front of mind as we grow as an organization. 

This person will work as part of the broader customer success team and is expected to continually understand our customers better through consistent interaction with the team. They will also work closely with cross functional organizations to align on strategies, collaborate, and communicate customer learnings through a feedback loop. 

This role will report to the Manager of Customer Experience Operations. 

Responsibilities include, but are not limited to: 

  • Focus on the customer experience of HLCM customers that will impact positive health, retention, and growth.  
  • Manage the HLCM onboarding and adoption digital strategies, such as the HLCM Quick-Start onboarding program. 
  • Focus on the design, build, and measurement of scalable processes, workflows, and automations to enable a positive experience for our HLCM growing customer base. 
  • Work cross functionally with CS, PS, and Sales to ensure alignment on the HLCM onboarding and adoption processes. 
  • Help support the awareness and adoption of new HLCM updates & releases. 
  • Work closely with the Customer Marketing Manager and Knowledge Base Manager to ensure that all customer-facing communications are high quality and relevant to our strategies. 
  • Project manage HLCM strategic initiatives; create project plans, run meetings, own timelines, and hold team-members accountable for project tasks required. 
  • Long term, this role will influence and support the migration of HLCM customers to the OneTrust platform. 
  • Potential to grow into program management of other areas/products.  

 Desired Skills & Experience: 

  • Expertise with the current Convercent Helpline Case Manager Platform  
  • Familiarity with HLCM customer personas and needs  
  • Familiarity with Customer Success tooling (Pendo, HubSpot, Gainsight, etc.) 
  • Highly collaborative, and willing to lead and work with cross-functional teams to achieve goals. (Revenue, Product, Product-Marketing, etc.) 
  • Passion for customer work. 
  • Comfortable working with ambiguity and quickly changing environments.  
  • Technical aptitude and ability to learn proactively 
  • Deep understanding of the Convercent customers, software, and services. 
  • Experience working directly with customers on implementation and adoption of technology. 

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: $95,000-$105,000 plus annual bonus
  • This position includes generous time off, comprehensive benefits package, monthly tech stipend, 401(k) match, 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 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.

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 100% medical, dental and vision for employees), Unlimited PTO, Paid family leave, 401k match, 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
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) Matching
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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