Senior Manager, Customer Success

Job Description

The Senior Manager of Customer Success oversees a multifaceted team of Managers, Customer success and Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes resulting from successfully managed projects and initiatives within Assent’s Customer Experience department.

This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while managing day-to-day operations.

They will help foster a culture of excellence, collaboration, and service orientation within the Customer Success team.

Key Requirements & Responsibilities

Manage the day-to-day operations of the Customer Success team. This includes but is not limited to :

• Recruiting, coaching, mentoring, and engaging a Customer Success Management team that raises the bar for customer success and satisfaction;
• Successfully anticipating, planning and managing resourcing requirements to optimize satisfaction and workloads for Customer Success teams under their management;
• Reviewing and developing their management team through performance management and training initiatives, supporting them to successfully manage their teams;
• Promoting and maintaining a congenial, productive, collaborative and service-oriented work culture in the Customer Success team;
• Work with cross functional Management teams to support escalations, as required;

Regularly engage in skip-level meetings to ensure alignment and foster open communication, maintaining direct connectivity with team members at all levels to enhance transparency and team cohesion

• Establish and refine, in partnership with leadership in Customer Success, consistent management standards across the Customer Success organization;
• Establish, track and report on, in partnership with leadership in Customer Success, important business KPIs through analysis of the data, identifying data trends, and providing actionable insights and recommendations that drive process and workflow improvements;
• Provide timely and valuable feedback and recommendations to leadership on the requirements and needs of your function to meet objectives;
• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, all in the spirit of continuous improvement and efficiency in our operations as it relates to our Customer Success groups;
• Keep current with regulatory updates to best support the team and customers;

Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.

Responsible for ensuring the team has security processes and procedures in place where applicable and infractions managed per corporate policy.

Qualifications

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• 5-8 years of experience in a customer success management, consulting, or project management role;
• A minimum of 4 years experience mentoring and / or leading teams, with a passion for developing others;
• Strategic and business-minded - you are a critical and creative thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement;
• You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals;
• Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;

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.