Customer Success Senior Associate

• Manage a portfolio of customer and partner relationships while maintaining a high level of satisfaction and engagement with the service and tools.
• Lead customer journey and coordinate projects ensuring they maximize the value they get from Ululas worker and community voice solutions. Provide thought leadership and partner with them to help them adopt and integrate the Ulula suite of tools in appropriate processes.
• Own regular communication with clients to share project progress source feedback and decisions and promptly resolve issues and concerns. Manage and track activities timelines and milestones.
• Work with the customer to facilitate supplier (or other relevant stakeholder) onboarding and solution deployment on a systematic basis to drive adoption of product and services and ensure continuous uptake and usage.
• Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
• Liaise between customer and internal Ulula/Ecovadis teams (sales solutions implementation operations) to promptly resolve customer challenges and find opportunities and solutions.
• If custom reporting is in scope coordinate project reporting collaborating directly with the Product team.
• Build advocacy among customers; establish and maintain strong relationships with customer project managers and decision makers
• Promote upsell of additional services when needed
• Successfully manage contracts renewals
• Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
• Occasional travel may be required

Other:

• Contribute to Ulula product and solutions continuous improvement process by gathering customer feedback and ideas to inform platform advancements

• Lead and/or support a variety of departmental process improvement projects

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

Qualifications :

• More than 7 years of successful customer management account management or consulting experience acquired in a fast paced environment.
• Social science background with knowledge and experience in supply chains corporate sourcing ethical procurement community relations and social impact sustainability international development social impact tech and/or business and human rights.
• Excellent communication skills both oral and written. Fluency in English and Spanish is mandatory; other languages are considered an advantage.
• Familiar with measuring and tracking project delivery success metrics. Excellent excel and data analytical skills.

What sets you apart: 

• Familiarity with the auditing industry and international certification standards (i.e. BSCI ETI SA8000) industry associations (e.g.  Amfori) and sustainability entities (i.e. SEDEX RSPO) or knowledge and experience in community relations corporate social responsibility programs (esp. from the agriculture international development mining oil & gas infrastructure sectors)
• Understanding of labour human and community rights issues in global supply chains
• Desire to learn become familiar with and advocate for the use of modern technologies 
• Experience with project management and sales platforms such as Monday.com and Salesforce 
• Selfmotivated with a tolerance for ambiguity and change with a high desire to take ownership of projects.
• Ability to be agile in an ever changing environment.

Remote Work :

No

Employment Type :

Fulltime