Customer Success Manager

4 weeks ago

Ottawa, Ontario, Canada Assent Full time

About Assent

Assent is a leading solution for supply chain sustainability, tailored for top-tier manufacturers. Our mission is to help companies identify and mitigate hidden risks in their supply chains, ensuring a more sustainable future.

Job Description

We are seeking a highly organized and detail-oriented Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for delivering exceptional service to our customers, ensuring their program success, and driving revenue growth.

Key Responsibilities

  • Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout their customer lifecycle journey.
  • Manage client relationships and lifetime value, helping clients realize the economic value of their subscriptions.
  • Oversee customer health metrics and associated performance metrics.
  • Lead strategic planning sessions with customers, including executive business reviews, to align solutions with their specific challenges.
  • Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
  • Support the sales team in ongoing renewal management of owned accounts to meet renewal targets.
  • Take on special projects to enhance customer success management processes.
  • Collaborate with internal groups to ensure client success, growth, and the creation of strong customer references and referrals.

Requirements

  • Excellent oral and written communication skills in English.
  • A University, College, and/or Post Graduate Certificate in a related area of study or equal working experience.
  • Minimum of 3 years related work experience in customer success, project management, and/or consulting roles.
  • 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, with the ability to build stable relationships in a collaborative environment.
  • Solid Microsoft Excel skills, with the ability to harness the power of pivot tables and lookup functions for data management and analysis.
  • Excellent time management and organizational skills, with the ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders.

What We Offer

  • A competitive base salary and corporate bonus program.
  • Comprehensive benefits packages, including vacation time, life leave days, and more.
  • Flexible work options, volunteer days, and opportunities to get involved in corporate giving initiatives.
  • Professional development days to support your growth and career advancement.

Join Our Team

At Assent, 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).

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