Rated Customer Success Associate L2

Job Description

We are currently looking for a Rated Customer Success Associate (L2) to help develop EcoVadis’ rated customer success program. The successful candidate will be responsible for the onboarding and account management of our Corporate and Select customers and addressing their queries as they go through our assessment process, all while giving them an excellent EcoVadis experience. 

Key Responsibilities:

• Manage a portfolio of new and existing customers, ensuring that they maximize the value they receive from the EcoVadis solutions. Actively contribute to maintain a high satisfaction level towards EcoVadis services with a view to maximizing retention and revenue. 

• Engage with customers via phone, email and video calls, providing clear guidance and timely responses

• Coordinate proactively with other business units to carry out the relevant aspects of the subscription and assessment process

• Collaborate with various business units such as Marketing and Product Management to develop the offering for existing subscribers

• Establish and maintain strong relationships with both proactive & reactive outreach to assigned accounts

• Develop trusted advisor relationships with key account stakeholders, and executives

• Assist customers in more effectively utilizing the platform to suit their specific business needs and handling internal/external requests

• Communicate results on a monthly basis on customer initiatives to both internal and external stakeholders

• Prepare portfolio updates, reports and insights on customer and market status

• Work with assigned accounts to promote the EcoVadis solution to the market & beyond through case studies, events, specific initiatives, etc.

As we continue to grow, you may be asked to contribute towards other tasks. 

Qualifications

• 2+ years in an onboarding or account management, ideally in a B2B environment or SaaS environment

• Demonstrated ability to deliver high quality customer satisfaction and retention

• Attention to detail and excellent written and verbal communication skills, with the ability to explain complex processes clearly to customers

• Passion for sustainability

• Bachelor’s degree required

• Fluent in English and French and other European language proficiency as a strong plus or advantage. 

• Experience with Salesforce or CRM software preferred

• Proactive in suggesting, designing and implementing ideas and improvements

• Comfortable working in a fast paced, high-growth environment, with the ability to adapt quickly to evolving priorities

• Collaborative team player who works effectively across functions

• A basic understand of AI technology is required and any experience using AI in a customer support setting is a plus

Additional Information

Location: Ebene, Mauritius

Starting date: Asap

Position: Permanent (after 6 months probation)

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones.

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

• Travel/Vacation Grant allowance

• Transportation and Parking Allowance

• Annual performance bonus

• Remote work from abroad policy

• Career Growth Management 

• Hybrid work organization

• Pension contributions and optional private health coverage

• Internet and electricity bill allowance 

• Community service day when volunteering

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!

Don’t meet all criteria? Please apply anyway. We welcome diverse candidates and want to assess your skills and potential contribution to EcoVadis, regardless of your background.

Can the hiring process be adjusted to suit my needs? Yes. We want all candidates, including people with disabilities, people with long-term health conditions, and neurodiverse applicants, to feel confident demonstrating their potential. If you require adjustments, such as interview questions in advance, please inform the hiring team.

Our team’s strength comes from everyone’s 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 characteristics such as 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. To reduce bias in hiring, applicants are encouraged to remove personal details such as photos, marital/parental status, religion, gender, postal code, university name/graduation date, past leave details, and nationality (instead, confirm eligibility to work in the job location).

Our recruitment processes do not include AI systems that make autonomous decisions impacting individuals’ rights without human oversight. Inputs and outputs of the system have been validated by humans and answers are based on algorithms that analyze previous data with which the system has been trained. We use SmartRecruiters as our applicant tracking system and to schedule interviews. Gemini is used to summarize notes from interviews and to refine job descriptions and social media messaging. AssessFirst is used to support talent assessment decisions.