Position Summary
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 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. Defining 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:
Aligns 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
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