Bilingual Customer Success Manager

3 weeks ago

Ottawa, Ontario, Canada Assent Compliance Inc. Full time
Job Title: Bilingual Customer Success Manager

Assent Compliance Inc. is seeking a highly skilled Bilingual Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for delivering exceptional service to our customers, ensuring their program success, and driving revenue growth.

Key Responsibilities:
  • Define and execute compliance programs from start to finish, working closely with our Program Support teams to achieve client milestones.
  • Actively manage client relationships and lifetime value, helping clients realize the economic value of their subscriptions and preserving revenue.
  • Manage an assigned book of business, overseeing customer health and associated performance metrics.
  • Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews, to align solutions with customers' specific challenges and optimize business value.
  • Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams.
  • Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
  • Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
  • Take on special projects to enhance customer success management processes.
  • Possess intermediate regulatory knowledge to consult with clients in program direction and work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
Requirements:
  • Excellent oral and written communication skills in English, with additional languages considered an asset.
  • University, College, and/or Post Graduate Certificate in a related area of study or equal working experience.
  • Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field.
  • Working knowledge of consultative customer management and/or project management roles.
  • Experience working in a technology/SaaS and/or a Professional Services organization considered an asset.
  • Solid interpersonal skills, with the ability to build stable relationships in a collaborative environment with a diverse group of stakeholders.
  • Solid Microsoft Excel skills, with the ability to harness the power of pivot tables and lookup functions for data management and analysis.
  • Excellent time management and organizational skills, with the ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders.
  • Strong team player, always willing to lend a helping hand, and motivated to contribute expertise to a diverse pool of resources to support business goals.
  • Critical thinker, able to suggest, implement, and support efficient and effective operations.
  • Proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.
About Assent Compliance Inc.

Assent Compliance Inc. is a leading solution for supply chain sustainability tailored for the world's top-tier, sustainability-driven manufacturers. We are committed to diversity, equity, and inclusion, recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

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