Build your career in the fast-paced tech world. Convoso is a leading innovator of contact center software in a continually evolving industry. We are looking for motivated team players ready to jump in as we work together to drive our company’s accelerated growth. (Just a heads up - we were selected as one of the best places in LA to work in 2021!)

Our expansion means opportunities for learning and career development for the right candidate. 

Positive attitude, collaboration, passion to improve, and initiative are essential to success in this position. You’ll be stepping into a dynamic environment where you’ll be able to challenge yourself as you develop new skills and responsibilities. Convoso is deeply committed to the growth of its employees, which means an enthusiastic and motivated individual will have opportunities to build their career at our company.

To oversee the customer lifecycle post-sale through renewal including Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). We prefer an individual that can be in the office but open to remote for the right individual

RESPONSIBILITIES/DUTIES: 

• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Map customer journey
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry
• Manage Customer Success Activities
• Onboarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell, Advocacy
• Measure Effectiveness of Customer Success
• Define operational metrics for team
• Come up with metrics/KPIs for each CSM
• Establish system for tracking metrics
• Create cadence for review within team
• Expose subset of metrics to the executive team
• Hit revenue and expansion goals
• Provide a concrete plan to make CS a profit center 
• Lead World-class Customer Success Team
• Recruit experienced leaders for each functional role
• Attract high potential individual contributors into team
• Create rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team
• Enhance Effectiveness and Efficiency Through Technology
• Support systems
• Customer marketing software
• Reference and advocacy solutions
• Customer Success Management platform
• Inspire Customer Success Across Company
• Create company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop

Knowledge/Skills/Abilities:

• 10+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Proven success defining operational metrics for team, and establishing system for tracking metrics
• A proven ability to grow revenue in strategic relationships with clients
• Experience developing and implementing solutions to hit revenue targets
• Strong customer service skills with the ability to investigate and take action to meet future and current client goals
• Stellar problem-solving skills and enjoy providing a high level of service
• Willingness to take initiative individually and within a team
• Bachelor’s degree

Work perks worth the hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees for Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• No cost Employee Assistance Program and Travel Assistance
• PTO, Paid Sick Time, Holidays, Bereavement time 
• 401k program with generous company match
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Your birthday off
• Apple laptop
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking