Membership Executive

Company Description

EcoVadis is the world’s most trusted provider of business sustainability ratings, intelligence and collaborative performance improvement tools for global supply chains. Backed by a powerful technology platform and a global team of experts, EcoVadis’ actionable sustainability scorecards provide companies detailed insight into their environmental, social and ethical risks.

EcoVadis offers an exciting opportunity to grow your career while positively impacting the sustainability practices of companies around the world.

Learn more about our team and culture on ecovadis.com/careers.
Ask your questions directly to our employees on the insiders platform!

Job Description

We’re looking for a motivated, autonomous candidate to support the subscribers of the EcoVadis network, both individually and at scale, to maximize customer satisfaction, retention, revenue and value perception. 

Duties include (but are not limited to):

• Manage a regional market of customers with the aim of maximizing revenue, reducing churn, improving customer experience and driving sustainability improvements
• Use available data to drive targeted actions to achieve objectives
• Identify opportunities to implement one-to-many programs that can improve customer health at scale
• Identify upsell opportunities and contact customers accordingly via phone, email or webinar
• Develop content to improve value perception at scale, such as hosting webinars to target specific customer groups
• Participate in the NPS feedback loop, ensuring that customer feedback is directed correctly and followed up on 
• Collaborate with internal teams such as Customer Success Management and Marketing on regional initiatives
• Work with other customer facing teams to ensure content relating to upselling & retention is effective and communicates value to customers
• Assist customers in more effectively utilizing the EcoVadis platform to suit their specific business needs and handling internal/external requests
• Clearly track and communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Prepares technical reports on accounts/market status by collecting, analyzing, and summarizing complex information and trends in a concise and clear manner
• Share best practices, success stories and lessons learned with global colleagues
• Escalate feedback to the appropriate business unit or process manager to drive process and product improvements and improve the customer experience
• Identify and suggest process improvements to improve team efficiency

Qualifications

• 2+ years experience in a customer facing role
• Fluent in English - fluency in Portuguese & Spanish would be a strong plus
• Passion for excellent customer service and comfortable dealing with unhappy customers
• Experience in sales or upselling/inside sales preferred - comfortable with proactive outreach to EcoVadis network members
• Ability to interpret data to identify actions
• Digital marketing experience a plus 
• Comfortable presenting to large groups 
• Team player, autonomous and proactive
• Experience with Salesforce or CRM software preferred 
• Comfortable working in a fast paced, high-growth environment
• Enthusiasm and motivation to improve customer experience
• Proactive in suggesting, designing and implementing ideas and improvements 

Info for internal team members: 

The successful candidate in this role will take ownership of a market of our rated companies, with four main aims - increasing upsell, improving NPS, reducing churn and driving improvements. The team member will create and implement a strategy to identify the opportunities using the data we have available. 

Some examples are:

• You identify that many companies in your region have recently earned a gold medal. You decide to organize and host a webinar specifically to demonstrate to these companies how to share their achievements (with the aim of increasing value perception and upselling to Premium).
• You identify that many companies in your region have not used the “Share my scorecard” feature. You coordinate with marketing to put together a few local customer testimonials about the benefits of sharing, and you send out a tailored email campaign to encourage sharing in the region.
• You see a company which has contacted us about downloading a PDF of their scorecard. You contact them to upsell to Premium.
• You see a negative NPS response from a rated company that puts them at risk of churn. You contact the company directly to understand their concerns better, and stop them from churning. 
• You are made aware that a requesting customer is churning. You research how many companies are sharing only with that client and set up a webinar focused on the value of their subscription and on proactive sharing.
• CSM indicates that client X is keen to drive improvements among their supplier network. You work with the CSM to host a webinar about using the EV platform to drive improvements. 
• You identify that a company has multiple subsidiaries linked to their account on the EcoVadis platform so you contact them to identify whether the Corporate subscription is a good fit for them

Additional Information

• Beginning: ASAP
• Full-time position (After probation period) 

In return for your expertise and energy, we offer:

• Base salary + Bonus plan
• GRSP and TFSA matching program available
• Health and Dental Benefits
• Life Insurance, Critical Illness, Accidental death and long term disability insurance
• Home office program
• Casual and very friendly environment
• Opportunity to work in a truly international atmosphere

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, 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 and inclusion and 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.