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Client Success Strategist

3 months ago

Ottawa, Ontario, Canada Assent Compliance Inc. Full time
About Assent Compliance Inc.

Assent is recognized as the premier solution for supply chain sustainability, specifically designed for leading manufacturers committed to sustainability. Our platform addresses the hidden challenges within supply chains that often lack a sustainability focus. With expert insights, Assent is the trusted tool for manufacturers seeking comprehensive sustainability solutions.

Our Commitment

As a Certified B Corporation, we embody our advocacy for sustainability through our practices. This certification highlights our dedication to excellence in environmental, social, and governance standards. At Assent, your contributions will significantly enhance transparency, sustainability, and ethical practices on a global scale.

Work Environment

We proudly operate under a remote-first model, appreciating the flexibility and independence it offers our team members. For those located within a certain distance from our global offices, occasional in-person collaboration is encouraged.

Role Overview

The Client Success Strategist will be pivotal in delivering our services to clients regarding their selected programs. This role involves collaborating with clients to outline and implement their project plans from inception to completion.

Key Responsibilities
  • Oversee the entire lifecycle of compliance programs, coordinating with Program Support teams to fulfill tasks necessary for achieving client milestones.
  • Manage client relationships and the overall value of each assigned account, assisting clients in realizing the economic benefits of their subscriptions to maintain and enhance revenue.
  • Supervise a designated portfolio of clients, monitoring Customer Health and relevant performance metrics.
  • Facilitate strategic planning sessions with clients, including:
    • Executive Business Reviews: Conduct comprehensive program assessments to understand client needs, current status, gaps, and next steps, ensuring proactive support for all client tasks.
  • Evaluate program outcomes and supply chain responsiveness to uncover additional strategies and improvement opportunities in collaboration with Program Support teams.
  • Identify client objectives and success indicators, ensuring quality product setup during implementation and conducting regular progress evaluations.
  • Assist the Sales team in managing renewals for owned accounts to achieve renewal objectives.
  • Engage in special projects aimed at enhancing customer success management processes.
  • Possess intermediate regulatory knowledge to guide clients in program direction.
  • Collaborate with Product Management to identify and implement enhancements in product offerings, processes, systems, and tools.
  • Maintain accurate and up-to-date records of communications and interactions with clients in the CRM.
  • Adhere to corporate security policies and follow established processes and procedures.
Qualifications
  • Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
  • A degree or equivalent experience in a related field.
  • A minimum of three years of relevant experience in customer success, project management, or consulting roles.
  • Familiarity with consultative customer management and/or project management practices.
  • Experience in a technology/SaaS or Professional Services environment is advantageous.
  • Strong interpersonal skills, capable of building stable relationships in a collaborative setting with diverse stakeholders.
  • Proficient in Microsoft Excel, including pivot tables and lookup functions for data management and analysis.
  • Exceptional time management and organizational skills, with the ability to prioritize and execute multiple tasks for various client accounts and internal stakeholders.
  • A collaborative team player, eager to contribute expertise to support business objectives.
  • A critical thinker, capable of suggesting, implementing, and supporting efficient operations.
  • Proficient in MS Office Suite, Google Applications, and other productivity tools.
Benefits

We recognize the importance of financial well-being and offer a competitive salary, corporate bonus program, retirement savings options, and more. Our team members enjoy flexible work arrangements, volunteer days, and opportunities to engage in corporate social responsibility initiatives.

Diversity and Inclusion

Our commitment to diversity, equity, and inclusion is championed by our Diversity and Inclusion Working Group and Employee Resource Groups (ERGs). We strive to recruit and retain team members from diverse backgrounds and experiences, fostering a culture of belonging where all individuals are treated with dignity and respect, promoted based on merit, and empowered to contribute to our success.