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Convercent // ethics & compliance cloud software
London, UK    Posted: Tuesday, September 28, 2021
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The Manager of Professional Services is a vital member of the Convercent Customer Success Leadership Team.  This individual will be a leader responsible for the strategy, execution, & management of the EMEA-based Professional Services Team.  Our Customer Success organization is growing, & this leader will need to have a good understanding of both Customer Success & Professional Services organizations to enable our customers to drive Ethics to the center of their business.  Our Professional Services Team is ultimately responsible for the successful implementation of the Ethics product offerings.  This role will focus on coaching & leading our Professional Services Team members to include Project Manager & Technical Consultant roles to increase efficiency & time to value during onboarding & grow our existing relationships both internally & externally. This role will be a strong patterner with US-based PS Management to ensure consistency across all internal processes & procedures

You will understand the project managers & technical consultants role, processes, & paths to success & help to remove roadblocks & improve efficiencies within the broader customer success organization. You will be responsible for partnering cross functionally with our support, customer success, product, & sales team to deliver customer outcomes.

This role will report to the Sr Director of Professional Services.

Responsibilities include, but are not limited to:

  • Build & lead a high performing team of Project Managers & Technical Consultants with varying levels of experience.
  • Deep understanding of the Convercent customers, software, & services.
  • Influence future lifetime value through higher product adoption, customer satisfaction & overall health scores.
  • Identify customer needs & collaborate with internal teams to ensure customer success during implementation.
  • Work closely with the revenue management to align on strategies, resource availability & assignment, & account opportunities (i.e., opportunities & risks).
  • Customer escalation management, triage, prioritize issues, negotiate customer priorities, & manage expectations.
  • Drive performance metrics: customer engagement, project backlog, projected resource assignment, time to value, & speed of implementation.
  • Guide PS team members on their professional development journey.
  • Remain current on the Convercent platform, company, & E&C program development.
  • Partners with US-based PS Leadership to enhance playbooks.
  • Make recommendations to improve efficiencies through development & adoption of best practices & standardized procedures, especially as it related to EMEA customer-based needs.
  • Work closely with the Support & Customer Success Manager to ensure that customer outcomes are met.

Desired Skills & Experience:

  • Comfortable working with ambiguity & quickly changing environments.
  • Highly collaborative, & willing to lead & work with varied teams to achieve goals across multiple time zones.
  • Possesses a strong management presence & leadership ability, with communication & interpersonal skills that inspire & motivate teams.
  • Superior communication skills to create & convey customer objectives, success strategies, & customer insights for internal & external stakeholders.
  • Demonstrated ability to create professional services programs that increase engagement, sentiment, & reduce churn that generates customer acquisition, & retention.
  • Experience in evaluating & managing risks associated with customer health & product implementation.
  • Superb hands-on approach to problems with the ability to up level the communications of results
  • 5 years minimum work experience within Professional Services, or similar customer facing role in a SaaS company.
  • 2-3 years of People Management experience.
  • Ability to develop strategies, translate them into initiatives & track successful delivery.

Compensation & Benefits:

The salary compensation range provided here is just thata range! The offer that is ultimately extended is based on level of experience, skillset, certifications & education. 

  • Compensation: 75,000 - 92,000 base salary
  • This position includes unlimited time off, comprehensive benefits package (including medical, dental, vision), monthly tech stipend, & company-paid sabbatical at five years of service.

About Convercent:

Bringing the transformative power of the cloud to the compliance & ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective & efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standardand expectationsfor how companies safeguard their financial & reputational health. 

Hiring from a wide variety of backgrounds is important to us, because our customers & 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.

Convercent is an equal opportunity employer & all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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