Job Opportunities API

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.