Customer Success Strategist

2 weeks ago

Ottawa, Ontario, Canada Assent Compliance Inc. Full time

At Assent Compliance Inc., we're dedicated to helping top-tier manufacturers navigate supply chain sustainability. As a Senior Manager of Customer Success, you'll oversee a team responsible for delivering exceptional customer experiences.

About the Role

This strategic leader will merge day-to-day operations with promoting an excellent customer engagement experience. They'll foster a culture of excellence, collaboration, and service orientation within the Customer Success team.

Key Responsibilities:
  1. Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging a Customer Success Management team that raises the bar for customer success and satisfaction.
  2. Anticipate, plan, and manage resourcing requirements to optimize satisfaction and workloads for Customer Success teams.
  3. Review and develop the management team through performance management and training initiatives.
  4. Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.
  5. Work with cross-functional teams to support escalations as required.
  6. Establish and refine management standards across the Customer Success organization.
  7. Track and report on important business KPIs through data analysis, identifying trends, and providing actionable insights.
  8. Collaborate with internal groups to ensure alignment on special projects and execution.
  9. Keep current with regulatory updates to best support the team and customers.
  10. Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals.
Requirements
  • 5-8 years of experience in a customer success management, consulting, or project management role.
  • A strong team player, willing to lend a helping hand, motivated to contribute expertise to support business goals.
  • Excellent time management and organizational skills, with the ability to prioritize and execute on several tasks for various stakeholders.

We offer a competitive $120,000 - $150,000 per year salary, along with a corporate bonus program, retirement savings options, and more. Additionally, we provide flexible work options, volunteer days, and opportunities to get involved in corporate giving initiatives.

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