Bilingual Customer Success Manager

2 days ago

Ottawa, Ontario, Canada Assent Full time
About Assent

Assent is a leading provider of supply chain sustainability solutions for top-tier manufacturers. Our mission is to help companies navigate the complexities of sustainable supply chains and achieve their environmental and social goals.

Job Summary

We are seeking a highly skilled Global Program Manager to join our team. As a key member of our Customer Success organization, you will be responsible for delivering exceptional service to our customers, ensuring program success, and driving business growth.

Key Responsibilities
  • Program Management: Define and execute compliance programs from start to finish, working closely with our Program Support teams to achieve client milestones.
  • Client Relationship Management: Actively manage client relationships, helping clients realize the economic value of their subscriptions and preserve revenue.
  • Customer Health and Performance Metrics: Manage an assigned book of business, overseeing overall customer health and associated performance metrics.
  • Strategic Planning: Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews.
  • Program Analysis and Improvement: Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement.
  • Client Goals and Success Metrics: Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
  • Renewal Management: Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
  • Special Projects: Take on special projects to enhance customer success management processes.
  • Regulatory Knowledge: Possess intermediate regulatory knowledge to consult with clients in program direction.
  • Product Improvement: Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
  • Communication and Collaboration: Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM.
Requirements
  • Education: University, College, and/or Post Graduate Certificate in a related area of study or equal working experience.
  • Experience: Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field.
  • Skills: Working knowledge of consultative customer management and/or project management roles, experience working in a technology/SaaS and/or a Professional Services organization, solid interpersonal skills, solid Microsoft Excel skills, excellent time management and organizational skills.
What We Offer

Assent offers a dynamic and supportive work environment, with opportunities for professional growth and development. We value our employees' contributions and offer a competitive compensation package, including a comprehensive benefits program and opportunities for career advancement.

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