Customer Onboarding Coordinator - Spanish and English Speaker

What is Onboarding?

EcoVadis’ vision is to enable a new way of doing business where sustainability intelligence influences every business decision. One of our key company values is One Customer at a Time and as there is only one first impression we can make on the customer, it is our objective to be ever-present at that stage to accelerate the change we believe is possible.

The EcoVadis account onboarding team accompanies customers through a series of guided workshops, meetings, and topics, designed to set up a strong and successful foundation for their sustainable procurement goals with EcoVadis. Deploying strategic corporate programs such as a sustainable procurement program, can be challenging for organizations as it requires systematic cultural change and stakeholder adoption in often procurement organizations with large and/or complex supply chains. To ensure the customer gets to the benefits and to the ROI of their EcoVadis SaaS solutions early on, it is critical that all impacted employees, mostly procurement teams, understand how the program works, what they are requested to do and how to integrate EcoVadis in their procurement policies, processes and technologies.

Being a successful Customer Onboarding Coordinator requires strong project management skills. The candidate should be a confident presenter and have a strong appetite for strategy consulting work. EcoVadis’ works with complex procurement organizations and related customer specific hurdles and opportunities should be considered at every stage of the program. 

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

• Collaborate with and support  three to four Onboarding Managers to ensure effective deployment of the onboarding program to a joint portfolio of accounts. 
• Manage a combination of customer facing and non-customer facing operational responsibilities for your joint portfolio of customers.
• Guide customer invitation of supplier rating assessments on a systematic basis to drive adoption of product and services and sustainability impact.

Operational Deployment and Coordination 

• Operational responsibilities examples include: 

  • Technical: Set up, configuration and oversight of key platform functionalities, support operational activation of SSO and API integration including troubleshooting, Coordination and set up of communication package 
  • Research: Account insights and plans, Consolidation & organization of account data points (e.g., program organizational chart, supplier vendor master, process descriptions...)
  • Analytical: Data analysis & reporting for external and internal purposes, Supplier mapping, Supplier prioritization preparation and first-level analysis (e.g., combination of excel and/or EcoVadis Network Accelerator and/or IQ), Industry and other benchmark analysis (e.g., combination of Excel, Salesforce and/or Tableau) 
  • Project management: Coordination of various tasks to ensure tasks and milestones set for onboarding program success are delivered successfully and on time, including oversight of internal onboarding specific KPIs (e.g., Time To Value (TTV), Net Promoter Score (NPS), adoption metrics.)

Customer Success & Account Support 

• Preparation and/or delivery of presentations both independently and/or in a supporting role using a mix of templates and ad-hoc additions aligned with customer needs, examples include:

  • Delivery of the customer stakeholder information and adoption training sessions (Buyer Kick Off, Platform Training)
  • Delivery of the Ratings, CAM and/or IQ platform training sessions from a user/use case perspective, which encompasses new product releases relevant to support the delivery of the onboarding program
  • Delivery of the supplier prioritization session applying the prioritization tool

• Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, documenting actions) 

• Liaise between customer and other EcoVadis departments as needed (Analysts, Operations, Product,...) to solve customer challenges and find solutions within reasonable deadlines

• Support and build advocacy among customer organization, including program team, champions, and key-end users (e.g. buyers) by delivering exceptional customer support

Other:  

• Lead and/or contribute to internal projects contributing to the formalization and standardization of account onboarding processes with a positive impact on team efficiency and quality 

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