Senior Customer Success Coordinator

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.

Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Learn more about our team and culture on EcoVadis careers page. 

We are looking for a Senior Customer Success Coordinator to join our team in India. In this position, we are looking for a team member that can support both customers throughout the Asia and ANZ Regions. Experience working with clients in the Indian and broader Asian markets as well as English/Hindi Language fluency is a must. 

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. 

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

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

Customer operational management:

• Working with global Account Managers to ensure the effective implementation of the EcoVadis solution for global customers regionally.  
• Manage a combination of customer facing and non-customer facing operational responsibilities for your regional 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 Customer Success processes with a positive impact on team efficiency and quality 
• Lead and/or contribute to customer focused projects
• Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere

• 4+ 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 and Hindi language is a must. Additional language fluency is considered an advantage
• Experience working with clients in the Indian market is a must
• Excellent excel and data analytical skills
• High level of organizational skills and able to operate autonomously; ability to prioritize tasks and manage time
• Ability to summarize data into insights in multiple formats (For example, PPT presentations) 
• Computer literate (MS office, Google Suite, SalesForce, Project management tools…)
• Knowledge of procurement systems and/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
• Passionate about sustainability

• Full time position
• Location: Mumbai, India 

In return for your expertise, we offer:

• Support with all the necessary office and IT 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
• Remote work model
• Remote work from abroad policy
• Paid employee volunteer day
• Medical Aid coverage in accordance with company policy

Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application. A new job with purpose awaits you

Don't fit all the criteria but still think you'd be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We're interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, including the provision of interview questions, please let the hiring team know.

Our team's strength comes from everyone's uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).