What are the responsibilities and job description for the Customer Success Operations Analyst position at Convoso?
Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.
Who We Are:
While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid and remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.
Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets.
Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.
This role is an opportunity to play a critical part in shaping our Customer Success Operations. You’ll have the chance to work with data, optimize processes, and make an impact on our team's efficiency—all while gaining valuable experience in the growing field of Customer Success Operations.
If you're someone who thrives in an operational and analytical role and enjoys making things run smoothly behind the scenes, we'd love to hear from you!
The Job:
The base salary range is: $75,000 - $90,000.
The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.
Your California Privacy Rights:
As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.
Who We Are:
While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid and remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.
Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets.
Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.
This role is an opportunity to play a critical part in shaping our Customer Success Operations. You’ll have the chance to work with data, optimize processes, and make an impact on our team's efficiency—all while gaining valuable experience in the growing field of Customer Success Operations.
If you're someone who thrives in an operational and analytical role and enjoys making things run smoothly behind the scenes, we'd love to hear from you!
The Job:
- Work under the direction of the CS Operations Manager to provide operational support for new strategies, process improvements, and initiatives to support the CS and Implementation teams.
- Support and manage specific aspects of our Vitally instance, including playbooks, reporting, and data maintenance to drive client retention, expansion, and satisfaction and ensure internal accuracy and efficiency.
- Support data analysis efforts to identify trends, measure success, and surface insights that inform Customer Success strategies.
- Support other Convoso teams in their initiatives and projects that leverage CS tools and/or data
- Build and refine presentations and reports that showcase key metrics, trends, and customer insights.
- Work closely with Customer Success Managers and Implementation Managers to provide the data and operational support they need.
- Write and maintain SOPs in Confluence to document processes and ensure consistency across teams.
- 2 years of experience in an operations, analytics, or customer success support role
- Admin experience in Vitally, Totango, or a similar CSP/tool
- Expert level experience with Google Sheets/Excel
- Database and data connection experience a plus
- Strong interpersonal and communication skills
- The ability to collaborate effectively with cross-functional teams in a customer-centric environment
- Strong problem-solving and organizational skills with a keen attention to detail
- A strong sense of initiative, independence, and intellectual curiosity
- Ability to quickly learn and adapt to new software platforms and tools
- 100% covered premiums for employees dependents (spouse up to four children)
- PTO, Paid Sick Time, Holidays
- Your birthday off
- Monthly credits toward food & beverage
- Employee referral bonus
- And a team of highly experienced and kind colleagues!
- Casual office environment & dress
- Fully stocked kitchen (Dietary restriction-friendly)
- Flexibility of Shift
- Free parking on office premises
The base salary range is: $75,000 - $90,000.
The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.
Your California Privacy Rights:
As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.
Salary : $75,000 - $90,000
