Customer Success Associate- German

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.

Position Overview

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 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 Responsibilities

1. Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the customer lifecycle.
2. Define compliance programs from start to finish, collaborating with Program Support teams to achieve client milestones.
3. Manage client relationships and lifetime value of each assigned account, helping clients realize the economic value of their subscriptions.
4. Oversee the overall Customer Health and associated performance metrics of an assigned book of business.
5. Participate in and potentially lead high-level strategic planning sessions with customers, including Executive Business Reviews.
6. Align solutions to address customers’ specific challenges, optimizing business value and increasing product adoption.
7. Conduct program reviews to understand client needs, status, gaps, and next steps.
8. Analyze program results and supply chain responsiveness to identify additional strategies and opportunities for improvement.
9. Oversee the initial launch of compliance programs, ensuring quality product configuration during implementation.
10. Support the Sales team in ongoing renewal management to meet renewal targets.
11. Coordinate user permissions in the Assent platform with Platform Operations.
12. Advocate and collaborate with internal groups to ensure client success and strong customer references.
13. Possess basic regulatory knowledge to consult with clients on program direction.
14. Work with the team to identify and drive improvements in product offerings, processes, systems, and tools.
15. Maintain up-to-date communications and correspondence with clients in the CRM.
16. Adhere to corporate security policies and procedures.

Qualifications

1. Good communication skills in English and German, both verbal and written; 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.

Additional Information

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

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, 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.

Life at Assent: 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 from the day you start.

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 by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

If you require assistance or accommodation throughout any part of the interview and selection process, please contact and we will be happy to help.

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