Rated Customer Success Associate (L2)

About the role

EcoVadis, a provider of business sustainability ratings, is looking for a Rated Customer Success Associate (L2) to help develop its rated customer success program. The role covers onboarding and account management of Corporate and Select customers and answering their queries during the assessment process, while delivering an excellent EcoVadis experience. The position is based in Ebene, Mauritius, with a starting date of as soon as possible.

Key responsibilities

• Manage a portfolio of new and existing customers and help them get maximum value from EcoVadis solutions
• Maintain high customer satisfaction to maximise retention and revenue
• Engage customers by phone, email and video call, giving clear guidance and timely responses
• Coordinate with other business units on the subscription and assessment process
• Work with Marketing and Product Management to develop offerings for existing subscribers
• Build trusted advisor relationships with key account stakeholders and executives
• Help customers use the platform better and handle internal and external requests
• Report monthly on customer initiatives to internal and external stakeholders
• Prepare portfolio updates, reports and insights on customer and market status
• Promote the EcoVadis solution through case studies, events and initiatives

Required profile

• 2+ years in onboarding or account management, ideally in a B2B or SaaS environment
• Bachelor's degree required
• Fluent English and French; other European languages are a strong plus
• Basic understanding of AI technology; experience using AI in customer support is a plus
• Experience with Salesforce or CRM software preferred

Required skills

• Excellent written and verbal communication, able to explain complex processes clearly
• Attention to detail and ability to work in a fast-paced, high-growth environment
• Proactive in suggesting and implementing improvements

What we offer

• Permanent position after a 6-month probation period
• Competitive salary, flexible working hours and remote work from abroad policy
• Office and IT equipment, wellness allowance, mental health support and annual performance bonus
• Training, learning and development, referral bonus and travel/vacation grant
• Hybrid work organisation, transportation and parking allowance, pension contributions and optional private health coverage