Customer Success Coordinator - German Speaker (VIE Contract)

Doist; Barcelona; Presencial; EUR 42.000 - 54.000; Jornada completa

Descripción de la vacante

EcoVadis, Barcelona, is looking for a Customer Success Coordinator to manage customers’ EcoVadis programs in the DACH region, ensuring adoption and value delivery for our SaaS solution.

You will collaborate with global Account Managers to implement the solution regionally, maintain proactive customer relationships, deliver data and trainings, and liaise with Customer Care, Operations, Product and Sales to resolve issues and improve service quality.

Formación

• Fluency in English and German required.
• Polish is a plus but not mandatory.

Responsabilidades

• Customer operational management: manage a portfolio of customers regionally and support implementation of EcoVadis solution.
• Establish and maintain customer relationships, respond to requests, and resolve issues to ensure satisfactory solutions.
• Liaise between customer and EcoVadis departments (Customer Care, Operations, Product, Sales) to solve challenges and improve service.
• Lead and contribute to customer-focused projects and share best practices to improve EcoVadis service.

Conocimientos

English

German

Polish

Descripción del empleo

We are looking for an individual that can support customers throughout the Germany, Austria, Switzerland (DACH) region. Fluency in English and German is required, Polish is a plus but not mandatory.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 Coordinator, driven by sustainability, to join our DACH team in Barcelona, 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 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 and follow up until a satisfactory solution is found, resolving user issues, documenting actions)
• Support and build advocacy among customer organization, including program team, champions, and buyers by delivering exceptional proactive customer support
• Liaise between customer and other EcoVadis departments (Customer Care, Operations, Product, Sales…) 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