Customer Onboarding Coordinator

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

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 Every Customer Matters 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.

Each customer onboarding is to be seen as a project in itself and will be delivered in a tandem with an Account Onboarding Manager and a Senior Customer Onboarding Coordinator. Together they drive the operational and strategic elements of customer onboarding  to ensure they have the foundations needed to maximize the value of the EcoVadis solutions as an important piece of their sustainable procurement initiative. The onboarding phase of the customer journey comes to a close when the key onboarding program objectives are achieved, the tactical and strategic roadmap is documented and presented during a customer executive steering committee. After this period, the Onboarding team transitions the customer over to the Customer Success / Account Management team. 

Being a successful Senior 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 the Customer Onboarding Managers (mainly in the UK) 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

Operational Deployment and Coordination 

• Operational responsibilities examples include: 
  • Technical: Set up, configuration and oversight of key platform functionalities, 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, 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 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 and/or IQ platform training sessions from a user/use case perspective
  • 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

• 3+ years experience in fields such as customer success/support, procurement or supply chain, consulting
• 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 
• Astute listener, diplomatic
• Self-driven, results oriented and team player
• Ideally experience in an international and multicultural environment
• Thrives in a fast paced environment
• Commitment and passionate for sustainability
• Excellent spoken and written English is required
• Bachelor's Degree required  ideally in a related field (Supply Chain, Procurement etc.) 

Additional Information

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Poland is full of talented professionals from various sectors who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones.

Benefits:
• Support with all the necessary office and IT equipment
• Optional (fully covered or co-financed) health care and life insurance
• Multisport card and wellness allowance
• Multicafeteria
• Lunch card
• Annual performance bonus
• Flexible working hours
• Hybrid work
• Remote work from abroad policy (up to 3 months per year) 
• Internet and Electricity bill allowance
• CSR activities
• Modern, pet-friendly office in the city center (next to Rondo ONZ)
• Community service day when volunteering

Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application. A new job with purpose awaits you!

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.

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)