Senior Director of Platform Adoption
C
ConvosoContact Center AI
While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity.Full-TimeDirector
Salary$150,000 - $175,000
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years
- Required Skills
- Artificial IntelligenceCustomer SuccessAccount ManagementProcess improvement
Requirements
- 8+ years of experience in Customer Success, Client Services, Account Management, or Operations leadership.
- Direct experience managing operations within an outbound call center.
- Deep understanding of outbound call-center operations, KPIs, and workflows.
- Demonstrated track record of owning and improving retention, NRR, or similar revenue-retention metrics.
- Strong process-improvement orientation and experience redesigning onboarding or operational workflows.
- Excellent executive presence and consultative skills.
- Experience building or improving a client/customer health-scoring framework.
- Strong cross-functional collaboration skills, particularly with Customer Success, Implementation, Product, and Support teams.
- Experience designing internal coaching, enablement, or talent-development programs (preferred).
Responsibilities
- Serve as a senior, trusted point of contact for Convoso's highest-value accounts, providing strategic guidance on business processes and platform utilization.
- Partner closely with the Customer Success leadership team to triage and support at-risk accounts.
- Audit, redesign, and streamline the implementation and onboarding process end-to-end.
- Define, implement, and maintain a client health scoring framework.
- Analyze cost drivers in onboarding and launch, and champion automation or process changes to reduce them.
- Design and lead an internal enablement program to build call-center domain expertise.
- Establish clear, mutually agreed success metrics with new clients during onboarding.
- Report regularly on NRR, health scores, onboarding velocity, and revenue-growth progress to executive leadership.
View Full Description & ApplyYou'll be redirected to the employer's site
