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Customer Success Associate

1 month ago

Penang, Malaysia Assent Inc. Full time
Customer Success Associate - Korean language
  • Full-time
  • Region: Malaysia

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. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

Position Summary

The 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

  1. Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey.
  2. 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.
  3. Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics.
  4. Participate in and potentially lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews.
  5. Align solutions to address customers' specific challenges, optimizing business value and increasing product adoption.
  6. 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.
  7. Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams.
  8. Oversee the initial launch of compliance programs with support, engaging with Assent's Professional Services team to ensure quality product configuration during implementation.
  9. Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
  10. Coordinate user permissions in the Assent platform with Platform Operations.
  11. Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.
  12. Possess beginner regulatory knowledge in order to consult with clients in program direction.
  13. Work with the team to identify and drive improvements in product offerings, processes, systems, and tools.
  14. Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM.
  15. 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.

Your Knowledge, Skills and Abilities

  1. Good communication skills in English and Korean, both verbal and written, with consideration and clarity. Additional languages are a plus.
  2. Completion of University, College, and/or Post Graduate Certificate in a related field, or equivalent work experience.
  3. Basic understanding of customer management and/or project management principles.
  4. Exposure to technology/SaaS and/or Professional Services environments preferred.
  5. Ability to build relationships in a collaborative environment with various stakeholders.
  6. Basic time management and organizational abilities, capable of prioritizing tasks.
  7. Eagerness to learn and stay updated on changing regulations.
  8. Emotional intelligence, with self-awareness and adaptability.
  9. Curiosity and problem-solving skills.
  10. Proactive in understanding and addressing others' needs, with clear communication.
  11. Team player mentality, willing to assist others and contribute expertise.
  12. Open to feedback and willing to improve.
  13. Proficiency in MS Office Suite, Google Applications, and other productivity tools.

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: We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options, and more.

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.

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.

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