Customer Success Associate - Labour and Human Rights Specialist - EMEA

• 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