Associate Customer Onboarding Manager
1 miesiąc temu
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.
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 highly complex procurement organizations with large 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. The EcoVadis 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.
The Associate Customer Onboarding Manager reports to Senior Manager, Customer Onboarding and the scope of the role is as follows:
As an Associate Customer Onboarding Manager you will work with a diverse set of large multinational companies in the Northern European (mainly UK, Benelux, Nordics) market to ensure they have the foundations needed to maximize the value of EcoVadis as an important piece of their sustainable procurement initiative.
Successful customer onboarding requires both strong project management and leadership skills as you will coordinate the strategic and technico-operational aspects simultaneously. For approximately 6 months you will be the project head for multiple customers, collaborating with the internal account management team (Key Account Manager, Customer Success Manager, Customer Success Advocate) through the onboarding phase. You will partner with the customer to advise and guide them in the set-up and adoption of the EcoVadis solution which includes integration where applicable in their internal and external capacity building and communications, design of procurement processes and tools and ultimately to build a seamless and scalable customer journey and roadmap for EcoVadis deployment. You will interface with various customer stakeholders, and be accountable to securing executive leadership commitment throughout the onboarding phase.
The onboarding phase of the customer journey comes to a close when the key onboarding program milestones 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 Account Management team.
Overview of specific tasks and actions:
Act as the project lead simultaneously on 10-15 accounts to deliver the Onboarding program based on a fully developed methodology toolbox ( sustainable procurement maturity diagnostic, a supplier selection and prioritization, various presentation and workshop templates, etc.), Understand the customer individual context and needs through research and through effective discovery with customers; and autonomously and efficiently adapt templates and onboarding program framework to those needs: customer’s sustainability vision and strategy;analysis and segmentation of customer data points ( supplier data by category, country spend, recurrence, and map the customers procurement organization, procurement process and systems, as well as any procurement guidelines (including KPIs, MBOs) to identify a successful governance model and levers to self-sustain the program over the time Lead meetings and workshops with key customer stakeholders; provide insights and recommendations to guide the engagement as well as bring prescriptive direction to move the project and actions forward Collaborate with the Customer Success Managers (CSM), the account managers of the customer; Monitor and track Onboarding program implementation progress against project timelines with accountability for qualitative and quantitative key performance indicators ( Customer NPS, Time-To-Value, …) Close the the customer onboarding program within project time frame ensuring successful delivery and customer endorsement of the final roadmap ( key recommendations and roadmap to help the customer and EcoVadis Account Manager to use as a guideline for the forthcoming 3 years,...). Contribute to the continuous improvement of the Onboarding methodology, working tools and workshop materials ( identify opportunities for workflow improvement, best practices sharing and implementation). As needed, contribute feedback on the product and collaborate with the product teams to ensure a coordinated and aligned approach to our customers As needed, partner with the sales team to support in pitching EcoVadis to prospects, specifically by contributing your know-how and expertise about the value of the onboarding program
Qualifications
3+ years of experience in fields such as project management, SaaS/customer success, procurement or supply chain, consulting Experience with consulting and workshop methodologies, including delivering workshops to senior executives Formal education (degree/masters) ideally in a related field (MBA, Supply Chain, Procurement etc.) Knowledge of procurement systems, processes and trends is mandatory and a deep understanding on how they impact the workflow and the success of a sustainable procurement initiative Excellent listening skills, diplomatic with the ability to be prescriptive guidance and recommendations and guide the customer in the right direction Excellent spoken and written English is a must, additional language is a plus Excellent excel and data analytical skills Self-driven, results oriented and team player Thrives in a fast paced environment Knowledge or degree in Sustainability is a plus but not mandatory. The right candidate is open to invest time to step up fast in this area. The right candidate is an advocate for sustainability Ideally experience working in an international and multicultural environment
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 for colleagues who live near our offices (4 days per month) otherwise remote in the country you are hired in 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 volunteeringOur 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.
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