Customer Success Coordinator - Portuguese and English Speaker

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
• Improve quality of service by recommending improvements to internal processes; identifying new product and service applications for customer

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