Customer Success Manager

3 days ago

Ottawa, Ontario, Canada Assent Compliance Inc. Full time

At Assent Compliance Inc., we are seeking a skilled Customeer Success Manager - Program Delivery Specialist to play a key role in delivering our services to customers on their purchased programs.

This position involves a broad spectrum of responsibilities aimed at guaranteeing program success and delivering exceptional service to customers. Key responsibilities include:

  • Defining compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones;
  • Actively managing the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue;
  • Managing an assigned book of business, overseeing the overall Customer Health and associated performance metrics;
  • Leading high-level strategic planning sessions with Assent's customers, including Executive Business Reviews:
  • Aligns solutions to address customers' specific challenges, optimizing business value and increasing product adoption;
  • Analyzing program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams;
  • Identifying client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins;
  • Supporting the Sales team in ongoing renewal management of owned accounts to meet renewal targets;
  • Taking on special projects to enhance customer success management processes;
  • Possessing intermediate regulatory knowledge in order to consult with clients in program direction;
  • Working with Product Management to identify and drive improvements in product offerings, processes, systems, and tools;
  • Inputting and maintaining up-to-date communications, conversations, and correspondence with Assent clients in the CRM;
  • Familiarizing oneself with corporate security policies and following the guidance set out by processes and procedures of Assent.

In terms of qualifications, we are looking for candidates with:

  • Excellent oral and written communication skills in English; you communicate clearly, concisely and with tact, additional languages are considered an asset;
  • A University, College and/or Post Graduate Certificate in a related area of study or equal working experience;
  • A 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 would be considered an asset;
  • Solid interpersonal skills - you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally;
  • Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis;
  • Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;
  • You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals;
  • You are a critical thinker and can suggest, implement, and support efficient and effective operations;
  • You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.

With estimated salary ranging from $80,000 to $120,000 per year, depending on experience, this is a fantastic opportunity to join our team as a Customeer Success Manager - Program Delivery Specialist.

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