Customer Success Coordinator - Italian Speaker

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.

Job Description

EcoVadis is looking for a dynamic Customer Success Coordinator, driven by sustainability, to join our team in Barcelona, bringing energy and passion in a positive environment to manage the success of EcoVadis' customers. The Customer Success team manages the strategic deployment and account management of the EcoVadis solution with our customers.

Your primary responsibility is to act as a facilitator of your customers’ successful program implementation, providing operational management of their EcoVadis programs in support of the Customer Success team, and accompanying them to solidly adjust their existing processes to reflect an enhanced perspective of sustainable and impactful business outcomes.

Key Responsibilities

Customer Operational Management & Program Implementation

• Operational Management: Manage a combination of customer-facing and non-customer-facing operational responsibilities

• Direct Customer Support: Deliver platform demonstrations, buyer trainings, back-office support, program reports, and prepare and/or deliver data analysis and presentations (independently or/and as Account Manager support).

• Cross-Departmental Collaboration: Liaise between the customer and other EcoVadis departments (Marketing, Product, Sales..) to solve customer challenges and find solutions within reasonable deadlines.

• Process & Service Improvement: Improve quality of service by recommending improvements to internal processes and identifying new product and service applications for customers.

• Program Empowerment: Empower customers on program implementation by assisting with creating powerful communication to internal stakeholders (buyers) and suppliers, helping them identify appropriate actions towards target achievement, and answering clients' operational questions via email or calls.

Customer Enablement & Value Creation

• KPI & Performance Monitoring: Enable customers to monitor their performance and progress through relevant program KPIs.

• Goal Achievement: Enable customers to reach their pre-defined strategic goals through operational excellence.

• Solution Adoption: Increase the adoption of subscribed solution(s) amongst the clients' stakeholder community and manage stakeholder enablement with regards to the program, strategic goals, and operational implementation.

• Customization Optimization: Help customers derive maximum benefit from the customization options of their solutions to best reflect their context and serve their purpose.

• Voice of the Customer: Represent the customer voice within EcoVadis to adapt our tools and processes to meet customer needs.

Technical, Project & Process Management

• Internal Process Projects: Lead and/or contribute to internal projects aimed at the formalization and standardization of Customer Success processes with a positive impact on team efficiency and quality.

• Customer-Focused Projects: Lead and/or contribute to customer-focused projects to drive program success.

• Data Modeling: Create models to answer current business questions, and validate and understand the conclusions to identify new product and service applications.

• Teamwork & Sharing: Share best practices and collaborate with teammates to contribute to the development of EcoVadis services while maintaining a positive, motivating, and collaborative atmosphere.

Qualifications

• Professional Experience: 2+ years of successful customer support or account management experience with large accounts, acquired in a fast-paced environment.

• Educational Background: Formal education in a related field (Supply Chain, Sustainability, or Business) is highly preferred.

• Language Skills: Excellent communication skills (both written and verbal) in Italian and English is a strict requirement. Additional language fluency in French, German or Spanish is considered a strong advantage.

• Analytical Skills: Excellent Excel and data analytical skills, with a proven ability to summarize complex data into actionable insights in multiple formats (e.g., PowerPoint presentations).

• Organizational Excellence: High level of organizational skills with the ability to operate autonomously, prioritize tasks, and manage time effectively.

• Technical Literacy: Computer literate and highly comfortable with Google Suite, Salesforce, AI usage, MS Office, and project management tools.

• Industry Domain Knowledge: Knowledge of procurement systems and/or SaaS solutions is an asset but not mandatory.

• Cultural Fit & Mindset: Passionate about sustainability, self-driven, results-oriented, a collaborative team player, and excited to work in an international and multicultural environment.

• Relationship Building: A natural ability to build strong, trust-based relationships both internally and externally.

Additional Information

• Location: Barcelona - hybrid

• Start date: ASAP

• Contract of Employment - Full time

In return for your expertise, we offer:

• Support with all the necessary office and IT equipment

• Flexible working hours

• Wellness allowance for mental and physical wellbeing

• Access to professional mental health support

• Referral bonus policy

• Learning and development

• Sustainability events and community involvement

• Peer recognition program

• Employee-led resource groups

• Hybrid work organization

• Remote work from abroad policy

• Meals and Transportation Vouchers (Coverflex card)

• Dental Benefits

• Life & Accident Insurance + Private Health Insurance

• Paid employee volunteer day

• Paid moving day (1/year)

• Time off: 1 Community Service Day + 1 Personal Day

• Summer Hours in July and August (36 hours per week)

• Hybrid Monthly Allowance for electricity and Internet

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 meet all criteria? Please apply anyway. We welcome diverse candidates and want to assess your skills and potential contribution to EcoVadis, regardless of your background.

Can the hiring process be adjusted to suit my needs? Yes. We want all candidates, including people with disabilities, people with long-term health conditions, and neurodiverse applicants, to feel confident demonstrating their potential. If you require adjustments, such as interview questions in advance, please inform the hiring team.

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 characteristics such as 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. To reduce bias in hiring, applicants are encouraged to remove personal details such as photos, marital/parental status, religion, gender, postal code, university name/graduation date, past leave details, and nationality (instead, confirm eligibility to work in the job location).

Our recruitment processes do not include AI systems that make autonomous decisions impacting individuals’ rights without human oversight. Inputs and outputs of the system have been validated by humans and answers are based on algorithms that analyze previous data with which the system has been trained. We use SmartRecruiters as our applicant tracking system and to schedule interviews. Gemini is used to summarize notes from interviews and to refine job descriptions and social media messaging. AssessFirst is used to support talent assessment decisions.