Italian- Customer Success Manager: Program Specialist (Hiring Immediately) in London

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

This accomplishment, reached just 8 years following our Series A, makes 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 proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week.

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 is responsible for customer health metrics and retention.

• 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;
• 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, in collaboration with Assent's Professional Services team;
• 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;
• 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.

We strongly value your talent, energy and passion. Excellent oral and written communication skills in Italian - you communicate clearly, concisely and with tact; additional languages are considered an asset.

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 Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis.

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.

We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives. You will receive professional development days that are available to you the day you start.

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 talent@assent.com and we will be happy to help.