Customer Onboarding Coordinator

Summary

Join EcoVadis's account onboarding team as a Customer Onboarding Coordinator and play a key role in guiding customers toward successful sustainable procurement goals. Collaborate with onboarding managers, manage customer-facing and operational responsibilities, and guide customer invitation of supplier rating assessments. Your responsibilities include technical setup, data analysis, project management, and delivering presentations. You will build and maintain customer relationships, liaise with other departments, and support advocacy within customer organizations. Contribute to internal projects to improve onboarding processes and foster teamwork. This role requires strong project management skills, excellent communication, and data analysis abilities.

Requirements

• 2+ years experience in fields such as customer success/support/coordination, procurement or supply chain, consulting
• Fluent in English and Spanish is must and Portuguese would be an asset
• Experience in project management
• Excellent excel and data analytical skills
• Critical thinker with ability to summarize data into insights in multiple formats (e.g. PPT presentations) with exceptional attention to detail
• Basic knowledge of procurement systems, processes and trends
• Basic experience with Tableau, Salesforce, and/or digital native learning fast
• Strong verbal and written communication skills; confidence in delivering customer-facing presentations
• Self-driven, results oriented and team player

Responsibilities

• Collaborate with and support three to four Onboarding Managers to ensure effective deployment of the onboarding program to a joint portfolio of accounts
• Manage a combination of customer facing and non-customer facing operational responsibilities for your joint portfolio of customers
• Guide customer invitation of supplier rating assessments on a systematic basis to drive adoption of product and services and sustainability impact
• Technical: Set up, configuration and oversight of key platform functionalities, support operational activation of SSO and API integration including troubleshooting, Coordination and set up of communication package
• Research: Account insights and plans, Consolidation & organization of account data points (e.g., program organizational chart, supplier vendor master, process descriptions...)
• Analytical: Data analysis & reporting for external and internal purposes, Supplier mapping, Supplier prioritization preparation and first-level analysis (e.g., combination of excel and/or EcoVadis Network Accelerator and/or IQ), Industry and other benchmark analysis (e.g., combination of Excel, Salesforce and/or Tableau)
• Project management: Coordination of various tasks to ensure tasks and milestones set for onboarding program success are delivered successfully and on time, including oversight of internal onboarding specific KPIs (e.g., Time To Value (TTV), Net Promoter Score (NPS), adoption metrics.)
• Preparation and/or delivery of presentations both independently and/or in a supporting role using a mix of templates and ad-hoc additions aligned with customer needs, examples include
• Delivery of the customer stakeholder information and adoption training sessions (Buyer Kick Off, Platform Training)
• Delivery of the Ratings, CAM and/or IQ platform training sessions from a user/use case perspective, which encompasses new product releases relevant to support the delivery of the onboarding program
• Delivery of the supplier prioritization session applying the prioritization tool
• Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, documenting actions)
• Liaise between customer and other EcoVadis departments as needed (Analysts, Operations, Product,...) to solve customer challenges and find solutions within reasonable deadlines
• Support and build advocacy among customer organization, including program team, champions, and key-end users (e.g. buyers) by delivering exceptional customer support
• Lead and/or contribute to internal projects contributing to the formalization and standardization of account onboarding processes with a positive impact on team efficiency and quality
• Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere

Preferred Qualifications

• Ideally experience in an international and multicultural environment
• Thrives in a fast paced evolving environment
• Commitment and passionate for sustainability

Benefits

• Work from home allowances (one-off IT and Home equipment)
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Annual performance bonus
• Remote work from abroad policy
• Internet and electricity bill allowance
• Health care and life insurance after specified seniority
• Hybrid work organization
• Additional day for community service when volunteering