Customer Success Manager

Assent•Ottawa, ON

70d•Hybrid

About The Position

Customer Success Managers (CSMs) will play an integral 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. This position involves a broad spectrum of responsibilities aimed at guaranteeing program success and delivering exceptional service to customers. The ideal CSM, is highly organized with impeccable attention to detail and excellent interpersonal skills. Overall the CSM responsible for customer health metrics and retention.

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.
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.

Nice To Haves

Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset.

Responsibilities

Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey.
Defining compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones.
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.
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.
Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams.
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.
Serve as a peer partner to new team members as required.
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.
Possess intermediate regulatory knowledge in order to consult with clients in program direction.
Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM.
Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.