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Customer Success Manager

2 months ago

Ottawa, Ontario, Canada Assent Full time

Job Title: Customer Success Manager

Job Summary:

We are seeking a highly skilled Customer Success Manager to join our team at Assent. As a Customer Success Manager, you will play a critical role in delivering our services to customers, working closely with them to define and execute on their project plans from start to finish.

Key Responsibilities:

  • Develop and Nurture Relationships: Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey.
  • Manage Client Relationships: Actively manage 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.
  • Oversee Customer Health: Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics.
  • Lead Strategic Planning Sessions: Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews.
  • Identify Client Goals: Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
  • Support Sales Team: 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.
  • Peer Partner: Serve as a peer partner to new team members as required.
  • Coordinate User Permissions: Coordinate user permissions in the Assent platform with Platform Operations.
  • Advocate for Clients: Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.

Qualifications:

  • Excellent Communication Skills: Excellent oral and written communication skills in English.
  • Education: A University, College and/or Post Graduate Certificate in a related area of study or equal working experience.
  • Work Experience: Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field.
  • Interpersonal Skills: Solid interpersonal skills - you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally.
  • Microsoft Excel Skills: Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis.
  • Time Management: Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders.
  • Knowledge: You have an insatiable thirst for knowledge - you are motivated to learn and keep yourself up-to-date with regards to changing regulations.
  • Emotional Intelligence: You possess maturity, poise and professionalism; you are emotionally intelligent - you are self-aware, can see things from various points of view, and self-regulate.
  • Problem-Solving Skills: You are intellectually curious with excellent problem-solving skills.
  • Team Player: 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.
  • Feedback: You are open to feedback, coachable and always striving to self-improve.
  • Office Productivity Tools: You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.

Life at Assent:

We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

We are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

We are an equal opportunities employer and welcome applications from all qualified candidates.