Customer Success Senior Associate - Labour and Human Rights Specialist

• 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.

Additional Information :

• Start date: ASAP
• Fulltime position (After probation period) 
• Location: Mexico City 
• Hybrid model: 4 days per month 
• Another title job posted with: Customer Success Senior Associate Business and Human Rights Specialist

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!

Dont fit all the criteria but still think youd 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. Were 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 longterm health conditions and neurodiverse candidates. If you need any adjustments including the provision of interview questions please let the hiring team know.

Our teams strength comes from everyones 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).

Remote Work :

Yes

Employment Type :

Fulltime