Customer Success Coordinator

Summary

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.

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. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

​​​​​​The Program Coordinator, Program Success will report to the Manager, Customer Success and will have a wide range of duties, all of which are in the spirit of ensuring program success through the successful management of compliance programs as part of Assent’s Professional Services department. The Program Coordinator, Program Success 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. The ideal Program Coordinator is eager to learn with high motivation, is highly organized with impeccable attention to detail and excellent interpersonal skills. 

Key Requirements & Responsibilities

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey with a focus on our Digital First clients under the Digital Solutions Strategy (“DSS”) umbrella;

• Defining compliance programs from start to finish, working with Program Delivery Support team to execute on tasks required to achieve client milestones; 

• Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics. 

• Participate in and potentially lead strategic planning sessions with Assent’s DSS clients, including but not limited to: 

  • Planning and executing campaigns to collect compliance data from supply chain third party clients;

  • Engage with clients in defining project outcomes and sharing best practices;

  • Coordinate tasks with Supplier Success, Data Support, and other Professional Services groups as necessary, reviewing work for quality control;

  • Conduct quarterly 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;

• Coordinate user permissions in the Assent platform with Platform Operations

• Advocate and collaborate with all internal groups to ensure client success and growth

• Possess beginner to intermediate regulatory knowledge in order to consult with clients in program direction;

• Use Assent’s internal resources, including our software, to proactively respond to a variety of client queries both over the phone and electronically;

• Keep informed and up-to-date with Product releases and regulatory updates in order to best support Assent’s clients;

• Serve as a friendly and professional frontline contact with Assent’s clients;

• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent Compliance;

• Input and maintain up-to-date communications, conversations, and correspondence with Assents clients in the CRM.

• Excellent oral and written communication skills in English - you communicate clearly, concisely and with tact, additional languages are considered an asset;
• Minimum of 1-2 years related work experience in customer success, project management, or consulting roles
• 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;

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.

Find Your Balance with Us: We get it - you need work and life to mesh in a way that feels right for you. That's why we're big on remote work and flexibility. But hey, if you're within 50 kms/31 miles of our main hubs in Ottawa, Eldoret, Penang, Columbus, or Amsterdam, we do ask that you pop into the office just once a week. And for our folks near the co-working spots in Nairobi and Toronto? A monthly visit is all we ask.

#LI-Hybrid

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 [email protected] and we will be happy to help.