The Customer Success team at Convercent is in an exciting period of quickly transforming, growing, and scaling. A critical part to supporting this effort is enabling the team with the right reports, customer facing commercial documents, playbooks, processes, and analysis.

The Customer Success Operations Analyst supports the operational mechanisms of the team thru reporting, systems, data, and analytical work. They will be responsible for both taking on existing responsibilities as well as helping to create new processes as part of our transformation.

Key Responsibilities: 

• Create reports & dashboards for the CS leadership relevant to KPI’s around revenue, churn, and customer adoption
• Own the operational enablement of processing orders for renewals. This includes quote creation, quote updates, quote approval, pricing review, and close familiarity with contracts and contract language
• Prepare slides for on-going and ad-hoc meetings for the CS leadership team
• Create reports and dashboards in Salesforce
• Create customer success playbooks
• Document operational processes for the CS team
• Identify system, data, and process improvements and advocate for those improvements
• Work closely with the Customer Success Management team to ensure renewals are quoted, delivered, and closed on time and based on the renewal playbook
• Work closely with the Customer Success Operations team to clearly understand customer behavioral and user data for analytics and reporting, as necessary
• Work cross-functionally with other organizations to stay informed and to contribute to broader initiatives and strategies

Required Skills and Experience: 

• 2-3 years experience with data and analytics
• Strong expertise with Salesforce.com, Excel, & Power BI
• Demonstrates understanding of forecasting, churn, and other vital customer KPI’s
• Ability to create and organize process documentation
• Experience working in sales and/or customer success organizations
• Shows strength in completing high quality deliverables independently and on-time
• Ability to work independently as well as collaboratively
• Operate with a sense of urgency and strong attention to detail
• Ability to multitask and a desire to work in a fast-paced environment
• A passion for learning and a willingness for taking on new challenges

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: $75,000 - $90,000 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.