Assent

Manager

• Manage the day-to-day operations of the Implementation Consulting team, including recruiting, coaching, mentoring, and engaging consultants to raise the bar for customer success and satisfaction.
• Anticipate, plan, and manage the transition of customer accounts between Implementation Consultants to optimize satisfaction and workloads.
• Supports Implementation Consultants to manage the initial onboarding process, specifically focused on understanding client goals, their business, their data, and ensures quality of product configuration for clients.
• Review and develop Implementation through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.
• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Implementation Consultant team.
• Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.
• Partner with members of the assigned account team to support customer escalations and ensure timely resolution.
• Provide timely and valuable feedback and recommendations to the Directors on the requirements and needs of the function to meet objectives.
• Track and report on important business KPIs to monitor team performance and identify areas for improvement.
• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Implementation Consultant groups.
• Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.
• Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.

Manager, Implementation Services

Customer Support

• report to the Manager, Supplier Success
• support the Supplier Success team in obtaining declarations and other important information from non-responsive suppliers
• Liaise in writing and verbally with clients’ supply chains to evaluate regulatory compliance needs
• Answer, screen and forward incoming calls from suppliers while providing basic information when required
• Perform outbound supplier call tasks as required
• Engage with unresponsive suppliers to help troubleshoot any inquiries/issues navigating our portal
• Handle tier 1 and 2 supplier ticket responses/support, with assistance from Senior, Lead, Manager and Specialists
• Work closely with Program Success to obtain high response rates for our clients
• Language support across the organization; help in the translation of regulatory articles for our clients, as well as for our client’s supply chains
• join prospect calls for language support with the Sales team
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent Compliance.

Manager, Implementation Services

Supplier Support Representative, German Language