Customer Success Director

| Chicago
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Customer Success Director
Reports to: VP Product
*Chicago-based position, entire company working fully remote amidst the pandemic

Who You Are

You will thrive here if you are highly self-motivated and self-directed and in your professional work, you consider your end user to be of highest importance. The Customer Success Director will create and establish Ascent’s Customer Success function utilizing past experiences and best practices. By partnering with the Executive, Sales, Product and Compliance teams, the Customer Success Director will play an integral role in the post sales process with Ascent customers to ensure long-lasting, positive and productive relationships.

Job Description:

  • Quickly build a clear understanding of the entire customer lifecycle and the Ascent platform and features. 
  • Partner with the Sales, Product and Compliance teams to play an integral role in the post sales process with Ascent customers.
  • Participate in the sales finalization process and play an active role during the implementation process in order to have a good understanding of the customer’s existing processes and how they translate to the Ascent Platform.  
  • Build a good understanding of customers’ needs to allow for an easy transition from sales to implementation and through longer term ongoing support.  During the transition process, convey awareness of which features the customer has expressed an interest in (additional regulators, additional users, new product features, etc.) in order to help achieve the customer’s goals.
  • Manage a Customer Success Associate within the team and invest in that person’s professional growth and development
  • Create and establish best practices within the Customer Success function as we grow this function.
  • Ensure that all customer feedback is received and escalated to the appropriate team to ensure delivery of customer objectives
  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
  • Use analytics to track customer engagement and their experience.  See what features the customer is using and provide guidance on alternate solutions when applicable.

Skills:

  • Possess a solid understanding of financial services and how Compliance, Risk and Legal departments function
  • Seek new ways for Ascent to make the customer’s experience better and implement new facets of the process accordingly
  • Serve as a primary point of contact for all customer related issues and requests
  • Establish rapport and building strong relationships with customers and Ascent employees across all teams within the company
  • Manage multiple engagements and work on cross-functional teams in a fast-moving environment, while maintaining devotion to detail-oriented work
  • Demonstrate excellent interpersonal skills with ability to build sincere business relationships and deal effectively with relational challenges if they occur
  • Promote positivity in everyday interactions with customers and employees alike

Experience:

  • 5+ years of Customer Success/Customer Support experience within Technology or Saas Solutions company, having organized and led technology implementations with repeated success
  • Experience working with CRM software
  • Prior experience with analytics software; Having knowledge in pulling reports and manipulating data in order to gather valuable insights into the customer experience
  • Deep knowledge of customer support processes, tools, and technologies including  JIRA, Confluence, Service Desk, and/or any SCM systems
  • Understanding of the Financial Services industry as it relates to Compliance, Risk and/or Legal is a plus
  • Prior people management experience is a plus

Benefits

Ascent employees enjoy many benefits and perks, including:

  • Competitive compensation
  • Medical, dental, and vision insurance; premiums paid 95% for the individual 
  • Medical premiums paid 50% for covered dependents
  • Medical HSA/FSAs
  • Life insurance 
  • 401K 
  • Disability benefits
  • Commuter benefits
  • Dependent Care FSA 
  • Flexible PTO
  • Professional development stipend
  • Charitable matching gift program
  • The opportunity to work with smart people on challenging problems!

Who We Are

Ascent is a Chicago-based startup that closed its Series B funding round of $19.3M in Fall 2019. Founded only four years ago, the team has since grown to over 50 full time employees, led and supported by an executive team and board of directors with extensive experience in technology, regulatory compliance, sales and business operations. Ascent serves global financial institutions such as ING and CommBank, and is also working directly with regulators around the world in order to continually improve and advance our product.

A first mover in building proprietary RegulationAI™, Ascent delivers market leading regulatory knowledge as a groundbreaking new way for financial firms to manage compliance. It is our mission to help our customers protect their business from regulatory and reputational risk while reducing their overall cost to comply. 

We prioritize diversity, equity, and inclusion and believe strongly that a team with different backgrounds and perspectives produces better results. Together, we are solving a $64 billion global problem in regulatory compliance. Watch this video to learn more about what we do.

Ascent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

Our neighborhood is your neighborhood! Ascent has embraced a remote culture with a collective commitment to virtual teamwork and open communication.

An Insider's view of Ascent

What are some social events your company does?

Our leadership really believes in building and strengthening our community here at Ascent. We have regular, non-work-related opportunities to connect virtually, including social breakout sessions, lunch & learns (including cooking demos and magic shows!) and games.

Shubhangi

Regulatory Intelligence Analyst

What's the biggest problem your team is solving?

My team coordinates work that needs to be done by both people and machines. We do this by creating delightful interfaces/experiences for our users and by augmenting our workflows with machine learning to produce work that’s intuitive and efficient. This means my team gets to play with fun tech from the frontend all the way to the back.

Conrad

Senior Software Engineer

What makes someone successful on your team?

Prior to joining Ascent, I used to believe "brilliance is evenly distributed but opportunity is not". Here at Ascent, irrespective of your gender, race or color, the opportunity to impact and change the world around you is evenly distributed and all anyone would require to succeed is the passion and desire to solve problems.

Sunkanmi

Software Developer

How do your team's ideas influence the company's direction?

Our job as a leadership team is to provide context, not solutions. The people working directly on a project are in the best position to make decisions, so we hire smart people and then trust them. We're here to support our teams and to make sure efforts are aligned across the company.

Chris

CTO

What are Ascent Perks + Benefits

Ascent Benefits Overview

Everyone brings a unique set of skills and talents, and we want to take advantage of everything you have to offer. We also want to make sure you get as much out of this opportunity as you put in, and we’ll give you the support you need for Ascent to be a transformational period of growth in your career.

Our team enjoys a number of benefits and perks, including:

- Competitive compensation
- Medical, dental, vision, mental health insurance – with individual premiums 95% paid by Ascent
- 401K offered
- Unlimited PTO and Bank Holidays
- Flexible work schedule
- Charitable Matching Gift Program
- Professional development stipend
- Commuter benefits
- The opportunity to work with smart people on challenging problems!

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Employer-paid Long Term Disability provided, covering up to 60% of annual salary. Voluntary Short Term Disability is also available.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Multiple plan options with Blue Cross Blue Shield, as well an HSA (Heath Savings Account).
Life Insurance
Wellness Programs
Onsite Gym
There is an on-site gym in Prudential Plaza which is free to employees.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Ascent offers Dependent Care FSA
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Ascent also provides 3 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Ascent offers a completely flexible scheduling and work from home policy.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Ascent offers a generous professional development stipend per year.
Lunch and learns
Ascent hosts bi-weekly lunch and learn meetings with internal and external speakers.
Promote from within
Continuing Education stipend

Additional Perks + Benefits

We want to create an environment where people can do their best work. That means supporting our employees in their careers, in their health, and in their lives. We're always looking for ways to concretely demonstrate these values. For example, we pay 95% of our employees' individual health premiums!

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