Digital Customer Success Manager

Company Description

Work smart, have fun and make an impact!

Our purpose is to guide all companies toward a sustainable world. EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Learn more about our team and culture on EcoVadis careers page. If you have questions about the company or open roles you can chat with an insider.

Job Description

Our Services of Engagement department engages and supports all companies to leverage EcoVadis solutions in order to foster continuous improvement of their business practices, ultimately contributing to a positive change at a global scale.

As a Digital Customer Success Manager you will : 

• Create resources and opportunities for one-to-many activities that promote customer knowledge, feature adoption and engagement e.g. target webinars and campaigns, based on regional, industry, market  or customer needs.
• Follow up directly with customers after such campaigns
• Collaborate closely with the product team to improve the customer experience and ensure customer satisfaction e.g. escalate product feedback from NPS comments, webinar surveys and analyze service cloud case trends to understand frequently asked questions.
• Collaborate closely with the marketing team to improve the customer journey and drive engagement via touch points including email marketing campaigns and the Rated Company success hub. Outline and create relevant content for newsletters and other assets such as videos and courses.
• Analyse customer drop out points and support tickets to identify opportunities for improving the user experience and reducing support tickets.
• Develop and maintain a deep understanding of customers' business goals and challenges, and help them achieve desired outcomes with EcoVadis
• Increase adoption of EcoVadis features, including carbon & GHG reporting metrics, Ecovadis Academy, scorecard sharing and Rate my Trading partner
• Analyse churn triggers and implement actions to reduce them
• Work with the Community of Practice team and training partners to drive learning and impact among our rated network, and help develop course content as needed
• Collaborate with our Customer Care team to support improvements to the Help Centre and the chatbot, to improve the self-serviceability of EcoVadis solutions
• Future scope of the role may increase to other topics and business areas depending on business needs.
• Effectively leverage internal tools and data to monitor customer health and risk factors; act proactively to promote retention and reduce churn 
• Collect and analyse qualitative and quantitative data on actions taken and provide insightful recommendations to team members and stakeholders i.e. through surveys, customer interviews, Google analytics, Pendo etc. 
• Work collaboratively with the business intelligence team to dig into data on rated company churn predictions to drive future actions and help align team goals 

Qualifications

• 2+ years of work experience in a customer facing role
• Comfortable presenting to large groups via webinars
• Proficiency with CRM tools such as Salesforce and Hubspot is greatly appreciated
• Experience with community management is an advantage 
• Bachelor’s degree in business, marketing or related field 
• Excellent written and verbal communication skills 
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once
• Strong problem solving skills and solution orientation

Additional Information

• Targeted starting date : ASAP 
• 1 year contract 
• Location : Barcelona - Hybrid 

Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real.

We offer competitive salaries and support personal growth from day one.

This includes extensive onboarding, teammates' support 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 and energy, we offer:

Working organization benefits:

• Casual an