Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (A heads up - we were awarded as Built In LA's Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company's foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community.

Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT, PA.

The Job:

At Convoso, we're constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That's where you come in.

We are looking for … Customer Success Operations Specialist who is a self starter with a passion for operations, analytics and data to join our team. This role will work directly with senior management, CSMs, Implementation and Configuration Specialists and our technical teams to ensure that customers are being supported in the best ways possible. The role focuses on managing customer success processes and planning, tools, and programs. This role will include tasks around budgeting, forecasting, and reporting. An ideal candidate will have a love of customer success operations, technology and a desire to work in a role that is continuously evolving as our organization grows. This role will champion high priority strategic projects and identify and tackle business priorities that help amplify the growth of our business by creating best practices and implementing operational improvements. You are an internal consultant - but also someone who takes personal and psychological ownership over projects to deliver outstanding results. You are part analyst, part strategist, part project manager, and part builder.

Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What You'll Be Doing:

• Build infrastructure for monitoring usage and adoption of customers across the Convoso platform
• Manage Health Score and monitoring
• Ownership of Customer Success Platform
• Structure and execute new operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analysis and developing robust recommendations
• Drive execution of operational recommendations working cross functionally with teams to identify ongoing high value improvements to systems, tools and processes - and make sure they get done, and can be staffed for and handed off
• Manage ongoing implementation of systems, tools and processes
• Support the process of defining department KPIs and enable the business to track performance and success
• Create reporting and dashboards to monitor performance against department KPI's
• Consult with customer success leadership analyzing data from multiple systems and helping to improve overall customer success processes
• Manage large cross functional efforts and projects to craft and improve customer success process and strategy
• Produce and Automate reports using complex data sets into easy to use metrics using other tools to track key performance indicators
• Infuse more science into understanding our customer success programs and become the expert for all data questions and make recommendations to drive improved performance
• Drive Performance Analytics and Forecasting
• Build strategy for the customer success process and drive integration and support through the entire tech stack.
• Build and optimize onboarding and enablement programs
• Must be ready to roll up sleeves and do, not just build the strategy

Who You Are:

• 5+ years experience in Operations, Customer Success Operations, or other people-optimization roles
• Totango and Salesforce administrator experience required
• Experience and a high level of comfort with analytics, both interpreting and developing
• Expert level experience with excel
• Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
• Strong communication skills
• Ability to manage multiple projects, coordinate project details among multiple departments and meet deadlines
• Ability to think strategically about how best to implement processes

Work Perks Worth The Hype:

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