Customer Success Senior Associate

Company Description

Work smart, have fun and make an impact!

Ulula, is a social enterprise that aims to improve working conditions in mining, manufacturing and agribusiness by sourcing and processing accurate and timely insights directly from workers and communities around the world. Ulula software and analytics platform connects directly and anonymously with our target stakeholders to obtain honest feedback and create more transparent and responsible supply chains. We have projects across the globe including India, China, Malaysia, Peru, South Africa with clients ranging from Fortune 100 companies to NGOs and government departments.

Ulula is a subsidiary of EcoVadis, the leading provider of business sustainability ratings.

Job Description

• 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 Ulula’s 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, peer-coaching, 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 
• Self-motivated 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: January, 2025
• Full-time position (After probation period) 
• Location: Mexico City 
• Hybrid model: 4 days per month 

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 fit all the criteria but still think you’d 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. We’re 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 long-term health conditions, and neurodiverse candidates. If you need any adjustments, including the provision of interview questions, please let the hiring team know.

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 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).