Customer Success Associate

Company Description

Assent is the supply chain sustainability management solution for the world’s most responsible, sustainability-focused complex manufacturers. The #1 business risk for complex manufacturers is hidden. Most supply chains were never built with sustainability in mind, and most manufacturers do not have deep visibility into their supply chain risks while outsourcing the majority of their production. Shaped by regulatory experts, customers and suppliers, Assent is the foundation manufacturers need for cross-enterprise sustainability. At Assent, your work will help bring transparency, sustainability, and fairness to the global community. 

We’re one of the fastest-growing technology companies - from $5 million to $50 million ARR in under five years! As the global leader in supply chain sustainability management, we provide transparency into the supply chains of some of the world's largest and most successful companies, including 75 percent of Fortune 500 companies. In our most recent funding round, we raised $350 Million USD in funding led by Vista Equity Partners. This funding will allow us to continue to scale with purpose, and add exceptional talent to our already remarkable team. Assent is the first North American software company to achieve both B Corporation Certification and Advanced Status with United Nations Global Compact. This reflects our deep commitment to embed sustainability not only across our organization, but as part of how we drive positive impacts for our communities and the customers we serve.

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Job Description

Position Summary

Customer Success Associate (CSA) 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 CSA, is highly organized with impeccable attention to detail and excellent interpersonal skills. Overall the CSA responsible for customer health metrics and retention.

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; 

• 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. 

• Participate in and potentially 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. 

• Oversee the initial launch of compliance programs with support, engaging with Assent's Professional Services team to ensure quality product configuration during implementation.

• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets..

• 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 beginner regulatory knowledge in order to consult with clients in program direction;

• Work with the team 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.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs

Qualifications

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• Good communication skills in English, both verbal and written, with consideration and clarity. Additional languages are a plus.

• Completion of University, College, and/or Post Graduate Certificate in a related field, or equivalent work experience.

• Basic understanding of customer management and/or project management principles.

• Exposure to technology/SaaS and/or Professional Services environments preferred.

• Ability to build relationships in a collaborative environment with various stakeholders.

• Basic time management and organizational abilities, capable of prioritizing tasks.

• Eagerness to learn and stay updated on changing regulations.

• Emotional intelligence, with self-awareness and adaptability.

• Curiosity and problem-solving skills.

• Proactive in understanding and addressing others' needs, with clear communication.

• Team player mentality, willing to assist others and contribute expertise.

• Open to feedback and willing to improve.

• Proficiency in MS Office Suite, Google Applications, and other productivity tools.

Additional Information

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: 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 volunteer days, flexible work options 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.

• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

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 [email protected] and we will be happy to help.