Customer Success Manager

4 weeks ago

Ottawa, Ontario, Canada Assent Full time

Job Summary

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

Key Responsibilities

  • Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey.
  • 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.
  • Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics.
  • Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews: Aligns solutions to address customers' specific challenges, optimizing business value and increasing product adoption.
  • 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.
  • Coordinate user permissions in the Assent platform with Platform Operations.
  • Advocate and collaborate with all 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 - you communicate clearly, concisely and with tact, additional languages are considered an asset.
  • 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, or an equivalent/transferrable field.
  • 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 - you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally.
  • Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis.
  • Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders.
  • You have an insatiable thirst for knowledge - you are motivated to learn and keep yourself up-to-date with regards to changing regulations.
  • 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.
  • You are intellectually curious with excellent problem-solving skills.
  • You anticipate, understand, and respond to the needs of others and are proactive about communicating.
  • 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.
  • You are a critical thinker and can suggest, implement, and support efficient and effective operations.
  • You are open to feedback, coachable and always striving to self-improve.
  • You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.

What We Offer

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.

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).

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