Customer Onboarding Coordinator

Company Description

Work smart, have fun and make an impact!

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

What is Onboarding?

EcoVadis’ vision is to enable a new way of doing business where sustainability intelligence influences every business decision. One of our key company values is One Customer at a Time and as there is only one first impression we can make on the customer, it is our objective to be ever-present at that stage to accelerate the change we believe is possible.

The EcoVadis account onboarding team accompanies customers through a series of guided workshops, meetings, and topics, designed to set up a strong and successful foundation for their sustainable procurement goals with EcoVadis. Deploying strategic corporate programs such as a sustainable procurement program, can be challenging for organizations as it requires systematic cultural change and stakeholder adoption in often procurement organizations with large and/or complex supply chains. To ensure the customer gets to the benefits and to the ROI of their EcoVadis SaaS solutions early on, it is critical that all impacted employees, mostly procurement teams, understand how the program works, what they are requested to do and how to integrate EcoVadis in their procurement policies, processes and technologies.

Being a successful Customer Onboarding Coordinator requires strong project management skills. The candidate should be a confident presenter and have a strong appetite for strategy consulting work. EcoVadis’ works with complex procurement organizations and related customer specific hurdles and opportunities should be considered at every stage of the program. 

Your responsibilities will include (but will not be limited to): 

• Collaborate with and support  three to four Onboarding Managers to ensure effective deployment of the onboarding program to a joint portfolio of accounts. 
• Manage a combination of customer facing and non-customer facing operational responsibilities for your joint portfolio of customers.
• Guide customer invitation of supplier rating assessments on a systematic basis to drive adoption of product and services and sustainability impact.

Operational Deployment and Coordination 

• Operational responsibilities examples include: 
  • Technical: Set up, configuration and oversight of key platform functionalities, support operational activation of SSO and API integration including troubleshooting, Coordination and set up of communication package 
  • Research: Account insights and plans, Consolidation & organization of account data points (e.g., program organizational chart, supplier vendor master, process descriptions...)
  • Analytical: Data analysis & reporting for external and internal purposes, Supplier mapping, Supplier prioritization preparation and first-level analysis (e.g., combination of excel and/or EcoVadis Network Accelerator and/or IQ), Industry and other benchmark analysis (e.g., combination of Excel, Salesforce and/or Tableau) 
  • Project management: Coordination of various tasks to ensure tasks and milestones set for onboarding program success are delivered successfully and on time, including oversight of internal onboarding specific KPIs (e.g., Time To Value (TTV), Net Promoter Score (NPS), adoption metrics.)

Customer Success & Account Support 

• Preparation and/or delivery of presentations both independently and/or in a supporting role using a mix of templates and ad-hoc additions aligned with customer needs, examples include:
  • Delivery of the customer stakeholder information and adoption training sessions (Buyer Kick Off, Platform Training)
  • Delivery of the Ratings, CAM and/or IQ platform training sessions from a user/use case perspective, which encompasses new product releases relevant to support the delivery of the onboarding program
  • Delivery of the supplier prioritization session applying the prioritization tool
• Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, documenting actions) 
• Liaise between customer and other EcoVadis departments as needed (Analysts, Operations, Product,...) to solve customer challenges and find solutions within reasonable deadlines
• Support and build advocacy among customer organization, including program team, champions, and key-end users (e.g. buyers) by delivering exceptional customer support

Other:  

• Lead and/or contribute to internal projects contributing to the formalization and standardization of account onboarding processes with a positive impact on team efficiency and quality 
• Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere

Qualifications

• 2+ years experience in fields such as customer success/support/coordination, procurement or supply chain, consulting
• Fluent in English is must and additional languages would be a plus
• Experience in project management 
• Excellent excel and data analytical skills 
• Critical thinker with ability to summarize data into insights in multiple formats (e.g. PPT presentations) with exceptional attention to detail
• Basic knowledge of procurement systems, processes and trends 
• Basic experience with Tableau, Salesforce, and/or digital native learning fast
• Strong verbal and written communication skills; confidence in delivering customer-facing presentations 
• Self-driven, results oriented and team player
• Ideally experience in an international and multicultural environment
• Thrives in a fast paced evolving environment
• Commitment and passionate for sustainability

Additional Information

• Beginning: April 2024
• Full time position 
• Location: Toronto

Please submit your application with your resume and cover letter.

In return for your expertise and energy, we offer:

• Casual and very friendly work environment
• Opportunity to work in a truly international atmosphere
• Base salary + variable compensation plan
• GRSP and TFSA matching program available
• Health, Wellness, and Dental Benefits 
• Life Insurance, Critical Illness, Accidental death, long-term disability insurance
• Flexi-time 
• Home office allowance program
• Work from home & work from anywhere policy
• Employee referral bonus policy
• Paid employee volunteer day
• Access to online learning library 
• Free virtual Yoga/Pilates
• Virtual and in-person team building events

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).

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.