Full-Time Customer Success Senior Associate
EcoVadis is hiring a remote Full-Time Customer Success Senior Associate. The career level for this job opening is Experienced and is accepting Mexico City, Mexico based applicants remotely. Read complete job description before applying.
EcoVadis
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Manage a portfolio of customer and partner relationships while maintaining 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
Occasional travel may be required
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
More than 7 years of successful customer management, account management, or consulting experience acquired in a fast paced environment.
Social science background with knowledge and experience in supply chains, corporate sourcing, ethical procurement, community relations and social impact, sustainability, international development, social impact tech, 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.
Familiarity with the auditing industry and international certification standards (i.e. BSCI, ETI, 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).
Understanding of labor, 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 Monday.com and Salesforce
Self-motivated with a tolerance for ambiguity and change, with a high desire to take ownership of projects.
Ability to be agile in an ever-changing environment.
Full-time position (After probation period)
Hybrid model: 4 days per month