Bilingual Program Manager

2 weeks ago

Ottawa, Ontario, Canada Assent Compliance Inc. Full time

{"h4":{"text":"Job Description"}},{"p":{"text":"At Assent Compliance Inc., we are seeking a Bilingual Customer Success Manager to play an integral role in delivering our services to customers on their purchased programs."}},{"h3":{"text":"Responsibilities"}},{"ul":{"items":[{"li":{"text":"Define compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones."}},{"li":{"text":"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."}},{"li":{"text":"Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics."},{"li":{"text":"Lead high-level strategic planning sessions with Assent’s customers, including Executive Business Reviews:"},{"li":{"text":"Aligns solutions to address customers’ specific challenges, optimizing business value and increasing product adoption;"},{"li":{"text":"Conduct program reviews to have a deep understanding of the needs, status, gaps and next steps to ensure all client tasks are proactively anticipated and supported."},{"li":{"text":"Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams."},{"li":{"text":"Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins."},{"li":{"text":"Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets."},{"li":{"text":"Take on special projects to enhance customer success management processes."},{"li":{"text":"Possess intermediate regulatory knowledge in order to consult with clients in program direction;"},{"li":{"text":"Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools."},{"li":{"text":"Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM."},{"li":{"text":"Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent."}]}},{"h3":{"text":"Requirements"}},{"ul":{"items":[{"li":{"text":"Excellent oral and written communication skills in English - you communicate clearly, concisely and with tact, additional languages are considered an asset;"}},{"li":{"text":"A University, College and/or Post Graduate Certificate in a related area of study or equal working experience;"}},{"li":{"text":"Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field;"}},{"li":{"text":"Working knowledge of consultative customer management and/or project management roles;"}},{"li":{"text":"Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset;"}},{"li":{"text":"Solid interpersonal skills - you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally;"}},{"li":{"text":"Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis;"}},{"li":{"text":"Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;"}},{"li":{"text":"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;"}},{"li":{"text":"You are a critical thinker and can suggest, implement, and support efficient and effective operations;"}},{"li":{"text":"You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools."}]}},{"p":{"text":"If you are a motivated and detail-oriented professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity."}}

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