Senior Customer Success Coordinator - Hindi Speaker

Company Description

Work smart, have fun and make an impact!

EcoVadis is the leading provider of business sustainability ratings

Why apply to EcoVadis?

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

Qualifications

• 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

Additional Information

• 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!

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