Manager, Supplier (Customer) Support

Company Description

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, Pune and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Job Description

The Manager, Supplier Support will report to the Director, Supplier Support . The Manager, Supplier Support will lead a team that engages with our suppliers on a daily basis to provide a best-in-class experience through being a trusted advisor and providing education on regulations and how to submit quality data. This team plays a key role in our overall service delivery to our customers in Assent’s Professional Services department. The Manager, Supplier Support will work closely with the senior management in Supplier Support to develop their teams' email communication skills, and on-phone skills to help them navigate complex supplier scenarios.   

Key Requirements and Responsibilities

• Manage the day-to-day operations of a Supplier Support team. This includes but is not limited to:
• Track and report on important business KPIs; look at trends, analyze the data, and provide insights into the team’s data 
• Capacity planning; organize, prioritize, manage workload requirements, and allocate resources to effectively accomplish the work
• Provide effective performance management through feedback, employee recognition, rewards, and progression plans for top talent
• Encourage innovation, and improve the efficiency of business processes and procedures to enhance quality, efficiency, and productivity
• Facilitate weekly team meetings and engage in bi-weekly 1:1s with team members as required;
• Be an escalation point for any supplier/client tickets, conduct in-depth investigations for deeper levels of understanding after escalations from clients and suppliers;
• Create new work instructions and continuously update existing work instructions/processes
• Recruit, mentor, and develop a high-performing team that promotes a world-class supplier experience; 
• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture in the Supplier Support team;
• Actively engage with all teams within Professional Services to address any cross-team training gaps, or provide further knowledge of Supplier Support processes;
• Facilitate the assessment of the team’s knowledge, skill, and ability for accomplishing tasks and projects;
• Create and provide training to the team/new members of the team, wherever there are training gaps;
• Establish, measure, and report on the best tools, practices, and processes for highly productive engagement with our customer’s suppliers;
• Keep up with regulatory updates to best support our clients’ suppliers;
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

Qualifications

Your Knowledge, Skills and Abilities

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

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
• Bachelor's Degree/Higher Diploma from a recognized learning institution;
• 4+ years of related work experience in a related role or industry;
• Mentorship skills, ability to successfully transfer knowledge and skills to developing team members;
• Passionate interest in supporting the development of others, and the ability to provide feedback and guidance;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage functions and tools across the board to promote team cohesion and efficiency/productivity;
• Excellent interpersonal, negotiation, and influencing skills, able to establish great cross-functional relationships in a collaborative environment with a diverse group of stakeholders; demonstrates a high level of professionalism
• You are highly adaptable, and flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are a critical thinker and can suggest, implement, and support efficient and effective operations;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses, and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable;

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.