Customer Success Coordinator

Summary

Join EcoVadis as a Customer Success Coordinator and support customers throughout the Americas in their sustainable procurement initiatives. Collaborate with Account Managers to implement the EcoVadis solution, manage customer-facing and non-customer-facing operational responsibilities, and guide customer supplier rating assessments. Build and maintain customer relationships, liaise with other EcoVadis departments, and improve service quality by recommending process improvements. Lead or contribute to internal and customer-focused projects, fostering teamwork and best practices. The ideal candidate possesses 0-2 years of customer experience with large accounts, excellent communication and data analysis skills, fluency in English and Portuguese, and a passion for sustainability.

Requirements

• 0- 2 years successful direct customer experience with large accounts acquired in a fast paced environment
• The ideal candidate has formal education in a related field (Supply chain, sustainability, business)
• Excellent communication skills (both written and oral) is a must
• English and Portuguese fluency (both written and oral) is a must
• Excellent excel and data analytical skills
• Ability to summarize data into insights in multiple formats (For example, PPT presentations)
• Computer literate (MS office, Google Suite, Project management tools…)

Responsibilities

• Collaborate with and support 2-3 Account Managers to ensure effective implementation of the EcoVadis solution to a joint portfolio of customers in the US, Canada, and/or LATAM
• Manage a combination of customer facing and non-customer facing operational responsibilities for your joint portfolio of customers
• Operational responsibilities examples include: Platform demonstrations, program reports, customer trainings, Back Office support, preparation and/or delivery of data analysis, preparation and/or delivery of presentations both independently and/or as Account Manager support
• Guide customer invitation of supplier rating assessments on a systematic basis to drive adoption of product and services and sustainability impact
• Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, documenting actions)
• Support and build advocacy among customer organization, including program team, champions, and buyers by delivering exceptional customer support
• Liaise between customer and other EcoVadis departments (CSR analysts, Operations, Product, Customer support) to solve customer challenges and find solutions within reasonable deadlines
• Improve quality of service by recommending improvements to internal processes; identifying new product and service applications for customer
• Lead and/or contribute to internal projects contributing to the formalization and standardization of CS processes with a positive impact on team efficiency and quality
• Lead and/or contribute to customer focused projects
• Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere

Preferred Qualifications

• Spanish is an asset
• Knowledge of procurement systems or SaaS solutions is an asset but not mandatory
• Interest to work in an international and multicultural environment
• Self-driven, results oriented and team player
• Thrives in a fast paced, ever-changing environment
• Passionate about 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
• Career Growth Management