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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