Customer Success Associate

Summary

Join EcoVadis as a Rated Customer Success Associate and contribute to the global sustainability movement in business. You will be responsible for onboarding and managing corporate and select customers, ensuring they maximize the value of EcoVadis solutions. This role involves actively engaging with customers, coordinating with internal teams, and fostering strong relationships to drive customer satisfaction and retention. You will leverage your excellent communication and customer service skills to help customers effectively utilize the EcoVadis platform. The position offers a hybrid work model in Malaysia and a comprehensive benefits package.

Requirements

• 2+ years in an onboarding or account management, ideally in a B2B environment
• Passionate about excellent customer service
• Attention to detail and a clear communicator
• Passion for sustainability
• Bachelor’s degree required
• Fluent Chinese and English are required

Responsibilities

• Manage a portfolio of new and existing customers, ensuring that they maximize the value they receive from the EcoVadis solutions
• Actively contribute to maintain a high satisfaction level towards EcoVadis services with a view to maximizing retention and revenue
• Engage with customers via phone, email and video calls
• Coordinate proactively with other business units to carry out the relevant aspects of the subscription and assessment process
• Encourage customers to use all features available to them
• Collaborate with various business units such as Marketing and Product Management to develop the offering for existing subscribers
• Establish and maintain strong relationships with both proactive & reactive outreach to assigned accounts
• Develop trusted advisor relationships with key account stakeholders, and executives
• Assist customers in more effectively utilizing the EcoVadis platform to suit their specific business needs and handling internal/external requests
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Prepare reports on accounts/market status
• Work with assigned accounts to promote the EcoVadis solution to the market & beyond through case studies, events, specific initiatives, etc

Preferred Qualifications

• Experience with Salesforce or CRM software preferred
• Proactive in suggesting, designing and implementing ideas and improvements
• Comfortable working in a fast paced, high-growth environment, and able to adapt quickly to changes
• Team player
• Korean, Thai, or Hindi

Benefits

• Support with all the necessary office and IT 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
• Medical Aid coverage in accordance with company policy
• Remote work model
• Remote work from abroad policy
• Paid employee volunteer day