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Client Success Specialist
3 months ago
About Assent
Assent stands at the forefront of supply chain sustainability, providing tailored solutions for leading manufacturers committed to sustainability. Our mission is to uncover hidden risks within supply chains that often overlook sustainability, offering insights that empower manufacturers to achieve comprehensive sustainability.
Having recently achieved Centaur Status by surpassing the US$100M ARR milestone, Assent is proud to be the first Certified B Corporation in North America's SaaS sustainability sector to reach this significant achievement in just eight years.
With substantial funding of $350 million from Vista Equity Partners, we are set for further growth and are eager to welcome exceptional individuals to our mission.
Work Environment
At Assent, we embrace a remote-first work culture, valuing the flexibility it offers our team. We also recognize the benefits of occasional in-person collaboration. Team members within proximity of our global offices can expect to engage in office work periodically.
Role Responsibilities
As a Customer Success Manager (CSM), you will be pivotal in delivering our services to clients, guiding them through their project plans from inception to completion. This role encompasses a wide range of responsibilities focused on ensuring program success and providing outstanding service to clients. The ideal candidate will possess strong organizational skills, attention to detail, and excellent interpersonal abilities.
- Build and maintain enduring relationships with clients, acting as a trusted advisor throughout their journey, defining compliance programs, and collaborating with Program Support teams to meet client milestones;
- Proactively manage client relationships and the lifetime value of each account, assisting clients in realizing the economic benefits of their subscriptions to sustain and enhance revenue.
- Oversee an assigned portfolio of clients, monitoring overall Customer Health and performance metrics.
- Facilitate strategic planning sessions with clients, including Executive Business Reviews:
- Align solutions to address specific client challenges, maximizing business value and enhancing product adoption;
- Conduct program evaluations to gain a comprehensive understanding of client needs, status, gaps, and next steps to ensure proactive support for all client tasks.
- Analyze program outcomes and supply chain responsiveness to identify additional strategies and opportunities for improvement in collaboration with Program Support teams.
- Identify client objectives and success metrics, ensuring quality product configuration during implementation and conducting regular progress assessments.
- Assist the Sales team in managing renewals for owned accounts to achieve renewal targets.
- Engage in special projects aimed at improving customer success management processes.
- Serve as a mentor to new team members as needed.
- Coordinate user permissions within the Assent platform with Platform Operations.
- Collaborate with internal teams to ensure client success, growth, and the development of strong customer references and referrals.
- Possess intermediate regulatory knowledge to provide guidance to clients on program direction;
- Work alongside Product Management to identify and implement enhancements in product offerings, processes, systems, and tools.
- Maintain up-to-date records of communications and interactions with Assent clients in the CRM.
- Adhere to corporate security policies and follow established processes and procedures at Assent.
- Exceptional oral and written communication skills in English; additional languages are a plus;
- A degree or equivalent experience in a related field;
- A minimum of 3 years of relevant experience in customer success, project management, or consulting roles;
- Familiarity with consultative customer management and/or project management;
- Experience in a technology/SaaS or Professional Services organization is advantageous;
- Strong interpersonal skills to foster stable relationships in a collaborative environment;
- Proficient in Microsoft Excel, capable of utilizing pivot tables and lookup functions for data management;
- Excellent time management and organizational skills, with the ability to prioritize multiple tasks for various clients and stakeholders;
- A strong desire for continuous learning and staying updated on changing regulations;
- Demonstrated maturity, professionalism, and emotional intelligence;
- Intellectually curious with strong problem-solving capabilities;
- Proactive in understanding and addressing the needs of others;
- A committed team player, eager to contribute expertise to support business objectives;
- A critical thinker capable of suggesting and implementing efficient operations;
- Open to feedback and dedicated to self-improvement;
- Proficient in MS Office Suite, Google Applications, and other productivity tools.
Life at Assent
Wellness: We prioritize the well-being of our team members and their families, offering increasing vacation time with tenure, comprehensive benefits packages, and more.
Financial Benefits: We recognize the importance of financial health, providing a competitive salary, bonus programs, retirement savings options, and additional benefits.
Purposeful Work: Beyond work, we offer flexible options, volunteer days, and opportunities for involvement in corporate giving initiatives.
Lifelong Learning: At Assent, we value curiosity and provide professional development days from day one.
We are dedicated to fostering an inclusive environment where all team members feel valued and heard, guided by our Diversity and Inclusion initiatives. If you require assistance during the interview process, we are here to help.
