Senior Customer Success Coordinator - Japanese Speaker

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.

We are looking for a Senior Customer Success Coordinator to join our team! In this position, we are looking for a team member that can support both customers throughout the Asia Pacific and Japan Regions. Fluency in English and Japanese is required, with proficiency in Korean considered an advantage. 

Sustainable procurement has gained in importance and maturity over the past decade and is on the top of most of the Fortune 500 corporate agendas. Leading organizations are taking on strategic initiatives and goals in this space. As a digital SaaS solution, EcoVadis is designed to help such companies scale their initiative across their entire global supply chain. This requires good understanding of the solution by all impacted stakeholders and adoption of the principle of sustainable procurement, on all levels of our customers' procurement organization. The Customer Success team manages the strategic deployment and account management of the EcoVadis solution with our customers. 

EcoVadis is looking for a dynamic Senior Customer Success Coordinator, driven by sustainability, to join our APJ team in Japan, bringing energy and passion in a positive environment to manage the success of EcoVadis' customers. 

Your primary responsibility is to provide operational management of customers’ EcoVadis programs, in support of the Customer Success team.

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

Customer operational management:

• Working with global Account Managers to ensure the effective implementation of the EcoVadis solution for global customers regionally
• Manage a combination of customer facing and non-customer facing operational responsibilities for your regional portfolio of customers
• Operational responsibilities examples include: Platform demonstrations, program reports, buyer trainings, Back Office support, preparation and/or delivery of data analysis, preparation and/or delivery of presentations both independently and/or as CSM support
• Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, documenting actions)  
• Support and build advocacy among customer organization, including program team, champions, and buyers by delivering exceptional customer support
• Liaise between customer and other EcoVadis departments (CSR analysts, Operations, Product, Customer success) to solve customer challenges and find  solutions within reasonable deadlines
• Improve quality of service by recommending improvements to internal processes; identifying new product and service applications for customer

Technical & project management

• Lead and/or contribute to internal projects contributing to the formalization and standardization of Customer Success processes with a positive impact on team efficiency and quality 

• Lead and/or contribute to customer focused projects

• Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere

• 4+ years successful customer support experience with large complex accounts acquired in a fast paced environment
• The ideal candidate has formal education in a related field (Supply chain, sustainability, business)
• Excellent communication skills (Both written and verbal) in Japanese is a must
• Additional language fluency is considered an advantage.
• Excellent excel and data analytical skills
• High level of organizational skills and able to operate autonomously; ability to prioritize tasks and manage time
• Ability to summarize data into insights in multiple formats (For example, PPT presentations) 
• Computer literate (MS office, Google Suite, SalesForce, Project management tools…)
• Knowledge of procurement systems and/or SaaS solutions is an asset but not mandatory 
• Interest to work in an international and multicultural environment
• Self-driven, results oriented and team player
• Thrives in a fast paced environment
• Passionate about sustainability
• The ability to build strong relationships both internally and externally

• Full time position
• Start date: ASAP
• Location: Tokyo, Japan

In return for your expertise, we offer:

• Support with all the necessary office and IT equipment
• Flexi time working system
• 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
• Social Insurance
• Commuting Allowance
• Work Model: Hybrid Work Model
• Remote work from abroad policy
• Life Insurance
• Paid employee volunteer day

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 from a diverse and skilled talent pool, 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).