Customer Success Associate

3 days ago

Penang, Malaysia Assent Compliance Full time

Company Description

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.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. 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.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Job Description

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
  • 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 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:
    • Align 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 and Korean, 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

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 flexible work options, volunteer days, 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.

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

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