Customer Success Associate - Labour and Human Rights Specialist

Summary

Join Ulula, a social enterprise improving working conditions globally, as a Customer Success Manager. You will manage customer and partner relationships, ensuring high satisfaction and engagement with Ulula's worker and community voice solutions. Lead customer journeys, coordinate projects, and provide thought leadership to maximize value. Maintain regular communication, track progress, and resolve issues. Facilitate supplier onboarding and solution deployment, monitor operations to meet KPIs, and liaise between customer and internal teams. Coordinate project reporting (if applicable), build customer advocacy, promote upsells, and manage contract renewals. Contribute to product improvement by gathering feedback and participate in departmental process improvement projects. Occasional travel may be required.

Requirements

• 5+ years of experience in successfully delivering human rights due diligence programs internationally; customer and account management or consulting/advisory services
• Social science background with knowledge and experience in supply chains, corporate sourcing, ethical procurement, social impact and international development, and/or business and human rights
• Excellent communication skills, both oral and written. Fluency in English and Spanish is mandatory; other languages are considered an advantage
• Familiar with measuring and tracking project delivery success metrics. Excellent excel and data analytical skills

Responsibilities

• Manage a portfolio of customer and partner relationships while maintaining a high level of satisfaction and engagement with the service and tools
• Lead customer journey and coordinate projects ensuring they maximize the value they get from Ulula’s worker and community voice solutions
• Provide thought leadership and partner with them to help them adopt and integrate the Ulula suite of tools in appropriate processes
• Own regular communication with clients to share project progress, source feedback and decisions, and promptly resolve issues and concerns
• Manage and track activities, timelines and milestones
• Work with the customer to facilitate supplier (or other relevant stakeholder) onboarding and solution deployment on a systematic basis to drive adoption of product and services and ensure continuous uptake and usage
• Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
• Liaise between customer and internal Ulula/Ecovadis teams (sales, solutions implementation, operations) to promptly resolve customer challenges and find opportunities and solutions
• If custom reporting is in scope, coordinate project reporting, collaborating directly with the Product team
• Build advocacy among customers; establish and maintain strong relationships with customer project managers and decision makers
• Promote upsell of additional services when needed
• Successfully manage contracts renewals
• Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
• Contribute to Ulula product and solutions continuous improvement process by gathering customer feedback and ideas to inform platform advancements
• Lead and/or support a variety of departmental process improvement projects
• Teamwork, peer-coaching, and best practices sharing to contribute to the development of Ulula/Ecovadis service and to maintain a positive and motivating atmosphere

Preferred Qualifications

• Familiarity with the auditing industry and international certification standards (i.e. BSCI, SMETA, SA8000), industry associations (e.g. Amfori), and sustainability entities (i.e. SEDEX, RSPO), or knowledge and experience in community relations, corporate social responsibility programs (esp. from the agriculture, international development, mining, oil & gas, infrastructure sectors)
• Proven understanding of the key European regulatory frameworks (CSDDD, LkSG, Modern Slavery Act, etc.)
• Understanding of labour, human and community rights issues in global supply chains
• Desire to learn, become familiar with and advocate for the use of modern technologies
• Experience with project management and sales platforms, such as Salesforce
• Self-motivated, with a high desire to take ownership of projects
• Ability to be agile and work independently in an ever changing environment

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
• Hybrid work organization (from the office or from home)
• Remote work from abroad policy
• Meals and Transportation Vouchers (Cobee card)
• Dental Benefits
• Life & Accident Insurance + Private Health Insurance
• Paid employee volunteer day
• Paid moving day (1/year)
• Time off: 1 Community Service Day + 1 Personal Day
• Summer Hours in July and August (36 hours per week)
• Hybrid Monthly Allowance for electricity and Internet