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Customer Success Strategist, Supply Chain Excellence

2 months ago

Ottawa, Ontario, Canada Assent Full time
About Assent

Assent is a leading solution for supply chain sustainability tailored for top-tier manufacturers committed to sustainability. Hidden risks in supply chains can have devastating consequences. With expertise and insights, Assent empowers manufacturers to make informed decisions and mitigate potential risks.

Job Description

The Senior Director of Supply Chain Planning oversees the Customer Success team, ensuring strong customer delivery outcomes from managed projects and initiatives within the Customer Experience department. This role requires a strategic leader who can merge responsibilities for promoting excellent customer engagement and managing day-to-day operations.

Key Responsibilities:
  • Recruit, coach, mentor, and engage a high-performing Customer Success Management team that sets the standard for customer success and satisfaction.
  • Anticipate, plan, and manage resourcing requirements to optimize satisfaction and workloads for Customer Success teams under their management.
  • Review and develop their management team through performance management and training initiatives, supporting them to successfully manage their teams.
  • Promote and maintain a congenial, productive, collaborative, and service-oriented work culture in the Customer Success team.
  • Work with cross-functional teams to support escalations as needed.
  • Establish and refine consistent management standards across the Customer Success organization in partnership with leadership.
Business Objectives:
  • Establish, track, and report on important business KPIs through analysis of data, identifying trends, and providing actionable insights and recommendations to drive process and workflow improvements.
  • Collaborate with internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency in operations related to Customer Success groups.
  • Maintain awareness of regulatory updates to best support the team and customers.
Requirements:

This role requires 5-8 years of experience in customer success management, consulting, or project management. You must be a strategic and business-minded individual with excellent time management and organizational skills, able to prioritize and execute multiple tasks effectively.

Compensation:

The estimated salary for this position is $120,000 - $180,000 per year, based on industry standards and location. Our company values diversity, equity, and inclusion, recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity, and respect.