Customer Success Operations Manager

Convercent
Denver CO
30+ days ago
Convercent
Convercent
convercent.com

Job Description

The Customer Success team at Convercent is in an exciting period of quickly transforming, growing, and scaling. A critical part of this effort is enabling the team with the right playbooks, processes, workflows, data, and analysis.
The Customer Success Operations Manager supports the operational mechanisms of the team through systems, data, and analytical work. They will be responsible not only for assuming existing responsibilities but also for helping to create new processes as part of our transformation.
Key Responsibilities:

  • Document processes and workflows for the Customer Success (CS) department.
  • Support administration of and accountability to CS processes and policies.
  • Identify system, data, and process improvements. Advocate for those improvements with key decision makers. Capture requirements for those improvements.
  • Collaborate with CS leaders and individual contributors on creation of Customer Success playbooks to support high-priority strategic workflows.
  • Create, maintain, and monitor dashboards in Salesforce.com (SFDC). Create ad-hoc reports in SFDC for CS leaders or individual contributors.
  • Partner with CS Enablement Manager to keep CS team members informed and up to date on processes.
  • Partner with CS Reporting Analyst to ensure operational data inputs are accurate and accessible.
  • Partner with our Customer Experience team to leverage customer behavioral and user data for analytics and reporting.
  • Work cross-functionally with other departments to stay informed and to contribute to broader initiatives and strategies.

Required Skills and Experience:

  • 2-3 years working in business operations.
  • Skilled at creating and organizing process documentation.
  • Experience owning Salesforce.com processes and working with Salesforce.com data.
  • Proficiency with Excel and PowerPoint and other Microsoft productivity tools.
  • Experience working in Customer Success or sales 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.

Job Type: Full-time

Source

https://www.indeed.com/jobs

Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Miovision

Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted more than nine billion vehicles around the world. We have offices in Kitchener, Canada as well as operations in Germany, Serbia and the US. For more information, visit miovision.com [http://miovision.com/]. Position Summary  The Sales Engineer (SE) is an industry expert that drives software growth by developing technical and operational relationships with customers in support of their adoption of the Miovision products.  As a technical industry expert, the SE integrates into the daily operation of the agency to support complex proof of concepts and ongoing initiatives to maximize product output and value.  The SE ensures continuous value and product adoption that ultimately drives intersection network and software growth. Key Accountabilities  * Create customer success plans to drive growth for each account  * Support solution design and technical implementation of current desired integrations as outlined in the customer success plan. * Monitor user adoption and product utilization and create targeted programs to increase engagement and support the agency's change management process. * Build strong relationships between the Miovision product and support teams to ensure continuous resolution of ongoing operational issues as well as product deficiencies that may come up.  * Participate in regular support and health checks to ensure accounts are continuing to derive value from our solutions * Support software renewal and upselling activities  Skills/Qualifications * Bachelor’s degree or recognized equivalency or achievement of recognized professional level * 5+ years of technical experience; must understand network products * Ability to travel internationally, providing on-site consulting work to clients * Ability to manage multiple projects utilizing strong planning and organizational skills * Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping and process redesign * Systems implementation skills: requirements/process analysis, conceptual and detailed design, configuration, testing, training, change management and support * Analytical nature with the ability to solve complex business issues * Basic understanding of product development and engineering processes.  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.

 
Remote
Uvaro

Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance.

 
Waterloo, ON / Remote
Uvaro

Experience working as an SDR or BDR. Provide guidance and feedback on email outreach and sales calls. Experience working in a sales enablement function is a…

 
Waterloo, ON / Remote