Customer Success Manager (Chinese Market)

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

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):

Market Management and Development:

• Manage our existing Chinese market, maximizing revenue, driving upsell and upgrades, improving customer experience, and promoting sustainability improvements.
• Identify upsell/upgrade opportunities and contact customers via phone, email, or webinar.
• Utilize available data to drive targeted actions to achieve objectives.

Improve and Implement:

• Develop content to enhance value perception at scale, such as hosting webinars for specific customer groups to drive interest in our solutions and upsell opportunities, and track revenue generated.

Communicate:

• Coordinate with frontline teams to identify further upsell opportunities and ensure the effectiveness of upselling and value perception content.
• Communicate value to customers on regional initiatives.
• Clearly track and communicate the progress of monthly/quarterly initiatives & results to internal and external stakeholders.
• Prepare technical reports on accounts/market status by collecting, analyzing, and summarizing complex information and trends concisely.
• 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 enhance the customer experience.

Be Pro-active:

• Identify and suggest process improvements to enhance team efficiency.
• Identify opportunities for automation, such as cadences, to reduce manual work and improve efficiency.
• Identify additional revenue opportunities to develop the rated company offering.
• Represent the voice of the rated customer within EcoVadis.

Qualifications

• Experience: Minimum 2 years in customer-facing roles (e.g., Business Development, SDR).
• Sales Skills: Experience in sales or upselling/inside sales, with comfort in proactive outreach to EcoVadis network members.
• Customer Service: Passion for excellent customer service and comfort dealing with unhappy customers.
• Data Interpretation: Ability to interpret data to identify actionable insights.
• Language: Professional fluency in Mandarin and English is a must.
• Digital Marketing: Experience is a plus.
• Presentation Skills: Comfortable presenting to large groups.
• Work Style: Team player, autonomous, and proactive.
• CRM: Experience with Salesforce or CRM software is preferred.
• Environment: Comfortable working in a fast-paced, high-growth environment.
• Motivation: Enthusiasm and motivation to improve customer experience.
• Initiative: Proactive in suggesting, designing, and implementing ideas and improvements.

Additional Information

• Location: Hong-Kong - Hybrid (8 days a month from the office).
• Start Date: ASAP.
• Contract: Full-time.
• Benefits: Office and IT equipment support, flexible working hours, wellness allowance, professional mental health support, referral bonus, learning and development opportunities, sustainability events, peer recognition, employee resource groups, Medical Aid coverage, Employer MPF Contribution, Hybrid Work Model, remote work from abroad policy, Dental Benefits, Life & Accident Insurance, Paid employee volunteer day.