Senior Customer Success Coordinator - Japanese Speaker

We are looking for a Senior Customer Success Coordinator to join our team! In this position, we are looking for a team member that can support both customers throughout the Asia Pacific and Japan Regions. Fluency in English and Japanese is required, with proficiency in Korean considered an advantage. 

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 Senior Customer Success Coordinator, driven by sustainability, to join our APJ team in Japan, 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, resolving user issues, documenting actions)  
• Support and build advocacy among customer organization, including program team, champions, and buyers by delivering exceptional customer support
• Liaise between customer and other EcoVadis departments (CSR analysts, Operations, Product, Customer success) 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