Customer Success Associate- German

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. We are proud to announce that Assent has crossed the US$100M ARR milestone, making us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Hybrid Work Model: At Assent, we embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. For team members situated within 50 kms/31 miles of our five global offices, you can expect to come into the office one day a week.

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 is 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.
• Define 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 realise 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.
• 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.
• Analyse 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.

Qualifications:

• Good communication skills in English and German, both verbal and written.
• 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 prioritising 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 offer vacation time that increases with tenure, comprehensive benefits packages, life leave days and more.
• Financial Benefits: We offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Lifelong Learning: You will receive professional development days that are available to you the day you start.

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.