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Job Summary:
Assent Compliance Inc. is seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will play a critical role in delivering exceptional service to our clients and ensuring their program success.
Key Responsibilities:
- Develop and Nurture Lasting Relationships: Build and maintain strong relationships with clients, serving as a trusted advisor throughout their customer lifecycle journey.
- Define Compliance Programs: Work with clients to define and execute on their compliance programs from start to finish, ensuring seamless execution and client satisfaction.
- Manage Client Relationships: Actively manage client relationships and lifetime value, helping clients realize the economic value of their subscriptions and preserving revenue.
- Oversee Customer Health: Manage an assigned book of business, overseeing customer health and associated performance metrics.
- Lead Strategic Planning Sessions: Lead high-level strategic planning sessions with clients, including Executive Business Reviews, to align solutions with their specific challenges and optimize business value.
- Conduct Program Reviews: Conduct regular program reviews to ensure a deep understanding of client needs, status, gaps, and next steps, proactively anticipating and supporting client tasks.
- Analyze Program Results: Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement.
- 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 and contribute to business growth.
Requirements:
- Excellent Communication Skills: Possess excellent oral and written communication skills in English, with the ability to communicate clearly, concisely, and with tact.
- Education and Experience: Hold a University, College, and/or Post Graduate Certificate in a related area of study or equivalent working experience, with a minimum of 3 years related work experience in customer success, project management, and/or consulting roles.
- Interpersonal Skills: Possess solid interpersonal skills, with the ability to build stable relationships in a collaborative environment with diverse stakeholders.
- Technical Skills: Be proficient in the use of MS Office Suite and Google Applications, with solid Microsoft Excel skills and the ability to harness the power of pivot tables and lookup functions for data management and analysis.
- Personal Qualities: Possess maturity, poise, and professionalism, with an insatiable thirst for knowledge and a willingness to learn and adapt to changing regulations.
