Sr. Customer Success Manager

Assent; Ottawa; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work options

Corporate bonus program

Retirement savings options

Volunteer days

Job summary

Assent in Ottawa, Canada is seeking a Senior Customer Success Manager to drive value for customers through their programs, partnering with stakeholders to define and execute project plans. You will nurture relationships, oversee health metrics, lead executive reviews, and collaborate with Professional Services and Product Management to ensure customer success and adoption of Assent's solutions.

This role entails renewals and growth initiatives, with a focus on strategic guidance and

Qualifications

• 6+ years of experience in customer success, project management, and/or consulting roles.
• Proven consultative client management. Experience with external stakeholders.
• Experience in a technology/SaaS or Professional Services environment preferred.

Responsibilities

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the customer lifecycle.
• Manage an assigned book of business, overseeing customer health and key performance metrics.
• Lead executive business reviews and strategic planning sessions with customers.
• Align solutions to address customer challenges and drive product adoption.
• Collaborate with Professional Services and Product Management to drive improvements and ensure value realization.
• Support renewals and growth opportunities for owned accounts.
• Coordinate and document customer communications in the CRM.

Skills

Customer success

Project management

Stakeholder management

Consultative selling

Excel proficiency

Education

University/College degree

Tools

MS Excel

MS Office

Google Apps

Job description

Job Description

The Senior Customer Success Manager 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 candidate is highly motivated, experienced working with senior level stakeholders (internally & externally) and managing complex/non-standard projects, with impeccable attention to detail and excellent interpersonal skills. Compensation for this role includes a competitive base salary plus eligibility to participate in our annual incentive plan.

Key Requirements & 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;
• Provides senior level support while managing 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;
• 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;
• Aligns solutions to address customers’ specific challenges, optimizing business value and increasing product adoption;
• 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, in collaboration with Assent's Professional Services team;
• Available to provide best practice and guidance where needed for Associate CSMs and CSMs for client escalations;
• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets;
• Serve as a peer partner to new team members as required;
• Coordinate user permissions in the Assent platform with Platform Operations;
• Provides consultation, advocates and collaborates with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals;
• Provides recommendations while working with Product Management to identify and drive improvements in product offerings, processes, systems, and tools;
• Possess intermediate regulatory knowledge in order to consult with clients in program direction;
• Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM;
• Take on special projects to enhance customer success management processes. This can include leading groups of individual contributors through projects and process development.

Qualifications

• Excellent oral and written communication skills in English (additional languages are an asset) - you communicate clearly, concisely and with tact;
• A University, College and/or Post Graduate Certificate in Environmental Studies, International Business, Supply Chain Management, Product/Materials Compliance, a related area of study or equal working experience;
• 6+ years of experience in customer success, project management, and/or consulting roles;
• Proven experience in consultative customer management and/or project management roles, leading initiatives with external stakeholders;
• Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset;
• Advanced Microsoft Excel and data management and analysis skills - able to leverage all Excel functions to analyze and report on complex datasets;
• You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.

Additional Information

Life 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.

Financial Benefits

It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent

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.

Lifelong Learning

At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

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).

Our commitment to diversity, equity and inclusion includes 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, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [e-mail] and we will be happy to help.