Customer Success Advocate

Job title: Customer Success Advocate

Job description: Company Description

At EcoVadis, we envision a global marketplace where sustainability intelligence influences every business decision – improving economies, people’s lives and the planet we all depend on. EcoVadis counts industry leaders like Johnson & Johnson, L’Oréal, Nestlé, and Michelin, among the 55,000+ businesses on its network.

With an ambitious, purposeful mission to provide the world’s most trusted business sustainability ratings, EcoVadis is driven by a diverse team sharing the core values of commitment, customer-focus, courage, integrity, kindness and happiness.

EcoVadis offers you exciting career opportunities in an innovative and dynamic environment. We are looking for passionate team players from a variety of disciplines – from procurement and sustainability experts to customer engagement and engineering talents – to join us to make a real impact on the environmental and social practices of companies worldwide. Join us!

Job Description

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 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.

EcoVadis is looking for a dynamic Customer Success Advocate, driven by sustainability, to join our North American team in Toronto, bringing energy and passion in a positive environment to manage the success of EcoVadis’ customers.

Your primary responsibility is to provide operational management of customers’ EcoVadis programs, in support of the Customer Success Management team.

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

Customer operational management:

• Collaborate with and support 2-3 CSMs to ensure effective implementation of the EcoVadis solution to a joint portfolio of customers
• 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, buyer trainings, Back Office support, preparation and/or delivery of data analysis, preparation and/or delivery of presentations both independently and/or as CSM support
• 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 success) 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 CSM 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 customer support 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 verbal)
• Excellent spoken and written English is a must, Spanish/Portugese is a plus
• 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 environment
• Passionate about sustainability

Additional Information

• Beginning: July 2021
• Full time position (permanent after probation)
• Location: Downtown Toronto

In return for your expertise and energy, we offer:

• Base salary + Bonus plan
• GRSP and TFSA matching program available
• Health and Dental Benefits
• Life Insurance
• Flexi-time
• Casual and very friendly environment
• Opportunity to work in a truly international atmosphere

Are you interested? Please apply directly online by clicking on the link below and attaching your CV and Cover Letter in PDF format.

For more information about EcoVadis please visit our site: www.ecovadis.com

Keywords: Sustainability, CSR, Corporate Social Responsibility, Sustainable Supply Chain, Sustainable Procurement, ESG, SaaS, Corporate Sustainability, Impact, Consulting, Analyst, Program Manager, Account Manager, Customer Success

EcoVadis does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status or any other protected category.

Company: EcoVadis

Expected salary:

Location: Toronto, ON

Job date: Mon, 07 Jun 2021 22:47:32 GMT