Customer Success Coordinator

**Company Description**:

- Work smart, have fun and make an impact_

**EcoVadis is the leading provider of business sustainability ratings.** Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Learn more about our team and culture on EcoVadis careers page

We are looking for a Customer Success Coordinator to join our Americas team. In this position, we are looking for an associate who can support customers throughout the Americas.

Sustainable procurement has gained in importance and maturity over the past decade and is on the top of most of the Fortune 500 corporate agendas. Leading organizations are taking on strategic initiatives and goals in this space. As a purpose-driven, digital SaaS solution, EcoVadis is designed to help such companies scale their initiative across their entire global supply chain. This requires good understanding of the solution by all impacted stakeholders and adoption of the principle of sustainable procurement, on all levels of our customers' procurement organization. The Customer Success team manages the strategic deployment and account management of the EcoVadis solution with our customers.

Your primary responsibility is to provide both customer and non-customer facing, operational management of customers’ EcoVadis programs, in support of the Account Management team.

Your responsibilities will include (but will not be limited to):
Customer operational management:

- 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

Technical & project management
- 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

Other:

- Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere

**Qualifications**
- 0- 2 years successful direct customer experience with large accounts acquired in a fast paced environment
- Excellent communication skills (both written and oral) is a must.
- English and Portuguese fluency (both written and oral) is a must. Spanish is an asset.
- 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 )
- 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

**Additional Information**
Office Location: Varsovia 36, office 803 and 807, Juárez, Cuauhtémoc, 06600, México City

In return for your expertise, we offer:

- 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