Customer Success Coordinator - Mandarin Speaker

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