About Conga/Apttus

Our new company was created on May 7, 2020 with the merger of Conga and Apttus. The combining of these two companies creates a leader in mission-critical business process solutions, allowing both small and large companies to modernize their business processes.

Together, the new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business -- documents like quotes, contracts, and the processes that surround them -- to achieve commercial excellence.

For more information on the new Conga, please visit our newsroom at: 

https://conga.com/press-release/apttus-conga-form-new-technology-leader-to-digitally-tranform-commercial-operations

Our shared values: The Conga Way 

A successful candidate will embody the essence of a Conganeer through demonstration of critical behaviors of The Conga Way:

• Embracing an Entrepreneurial Spirit
• Achieving Together
• Championing the Customers

The Conga Way is a core element of the Culture and Talent focus at Conga. This philosophy shapes the personality of our organization, defines how we show up every day, and provides clarity about how we work together.

Position Description

As a Senior Customer Success Operations Manager on the Conga Customer Excellence Operations team, you will be responsible for leading the success of the Customer Success Ops charter. At Conga, we are dedicated to our customers, and ensuring they are able to achieve their desired outcomes and we are continuously improving the overall customer experience. You will help execute the CS Operations charter by applying a data driven approach to maturing the operational excellence of the Customer Success organization.

Responsibilities

• Supports the processes, programs, and tools to improve the Customer Success team’s effectiveness and business impact
• Enables the Customer Success leadership team and organization to optimize performance and track success 
• Administrates core systems and tools (SFDC, Gainsight, Surveys and Dashboards)
• Analyzes critical KPIs for the Customer Success organization and identify trends, insights and opportunities
• Leads Conga Customer Experience initiative, including management of NPS survey, verbatims and close loop process
• Designs and builds best in class Customer Success reports, to trigger actions and engagement
• Provide quarterly reporting and executive reviews of core customer KPIs and trends
• Spearheads collaboration with cross-functional teams (Marketing, Product, Sales) to prioritize a cohesive and innovative customer experience opportunities
• Owns special projects digging into customer health, risk, adoption trends, and connecting these trends to future buying events
• Manages Customer Success operational processes and policies to help enhance workflows 

Requirements

• BS degree in Computer Science, Mathematics, Finance preferred
• Minimum of 10+ years of experience in leading Customer Success/Sales/Product organizations
• Proven track record of building strategic charters, combining systems, people, and transformation
• Extensive knowledge of Salesforce, PowerBI, Gainsight, and CPQ/CLM functionality
• Knows how to partner with business leaders, documents their requirements with ease and turns around compelling insights
• Ready to lead a core function of Conga’s operational strategy
• Excels by working in a dynamic, fast-paced environment, able to lead teams and projects
• Excellent verbal and written communication skills, raises the bar for quality of service
• Strong problem solving, analytical and critical thinking skills 
• Ability to work with cross functional teams across different parts of the company to achieve success on topline company programs
• Experience in planning, organizing, delivering business reviews, business improvements, process optimization, operational excellence, and performance scorecards
• Enjoys “getting their hands dirty” by digging into complex challenges
• Passionate about data driven insights to support Customer Success outcomes

Colorado pay range: 126,373.00 - 150,847.00 - 197,327.00 USD Annual

Benefits: You will be eligible for our paid Flexible Time Off Plan, which covers sick leave and paid holidays in accordance with Conga's policies. You will be eligible for medical, dental, vision and 401K benefits in accordance with Conga's policies.

Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. 

All your information will be kept confidential according to EEO guidelines.