EcoVadis – Customer Success Coordinator – Tokyo, Japan

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.

 Job Description

We are looking for a Customer Success Coordinator to join our team! In this position, we are looking for a team member that can support customers throughout Japan. Japanese and English fluency is a must.

Sustainable procurement has gained importance and maturity over the past decade and is at 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 a 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 Japan team in Tokyo, 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:

• Collaborate with and support 2-3 Account Managers  to ensure effective implementation of the EcoVadis solution to a joint portfolio of customers
• Manage a combination of customer-facing and non-customer-facing operational responsibilities for your joint portfolio of customers
• Operational responsibilities examples include: Platform demonstrations, program reports, buyer training, Back Office support, preparation and/or delivery of data analysis, preparation and/or delivery of presentations both independently and/or as AM support
• Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, and documenting actions)
• Support and build advocacy among customer organizations, including program teams, champions, and buyers by delivering exceptional customer support
• Liaise between the customer and other EcoVadis departments (CSR analysts, Operations, Product, Customer success) to solve customer challenges and find  solutions within reasonable deadlines
• Improve the 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