Senior Director of Platform Adoption

This is a fully remote position, open to applicants in California.

📋 Description

• Act as a senior and trusted liaison for Convoso's most valuable accounts, offering strategic advice on business operations and platform usage.

• Collaborate with Customer Success leadership to triage and support accounts at risk, serving as a specialized resource.

• Review, redesign, and optimize the implementation and onboarding processes in collaboration with Implementation, Product, and Support teams.

• Establish, execute, and uphold a client health-scoring system to prioritize retention and intervention strategies.

• Examine cost drivers associated with onboarding and launches, advocating for automation or process modifications to mitigate these costs.

• Develop and oversee an internal enablement or “bench” program to enhance expertise in call-center operations.

• Set success metrics for new clients during the onboarding phase.

• Provide reports on NRR, health scores, onboarding speed, and revenue growth to executive leadership.

• Stay closely connected with the front-line support team to identify recurring themes in support tickets and utilize this information for training and enhancing the support team.

• Gain proficiency in chat.convoso.com and leverage AI to resolve issues more effectively with reduced dependency on personnel.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Client Services, Account Management, or leadership roles in Operations.

• Hands-on experience managing operations within an outbound call center.

• In-depth knowledge of outbound call-center operations, encompassing daily processes, challenges, KPIs, and workflows.

• Proven success in owning and enhancing retention, NRR, or comparable revenue-retention metrics.

• Strong focus on process improvement; experience in redesigning onboarding, implementation, or operational workflows.

• Excellent executive presence and consultative abilities; adept at advising senior stakeholders at premier accounts.

• Experience in creating or enhancing a client/customer health-scoring framework.

• Exceptional skills in cross-functional collaboration, particularly with Customer Success, Implementation, Product, and Support teams.

• (Preferred) Experience in designing internal coaching, enablement, or talent development programs.

🏝️ Benefits

• 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

• Company Outings

• On and offsite team building events

• Paid training for departments

• Apple laptop (most roles)

• A team of highly experienced and kind colleagues!

• Casual office environment & dress

• Daily catered lunches

• Fully stocked kitchen (Dietary restriction-friendly)

• Happy Hours

• On-site Car Wash

• Free Parking