Associate Customer Onboarding Manager

What is Onboarding?

EcoVadis’ vision is to enable a new way of doing business where sustainability intelligence influences every business decision. One of our key company values is Every Customer Matters and as there is only one first impression we can make on the customer, it is our objective to be ever-present at that stage to accelerate the change we believe is possible. 

Deploying strategic corporate programs such as a sustainable procurement program, can be challenging for organizations as it requires systematic cultural change and stakeholder adoption in often highly complex procurement organizations with large supply chains. To ensure the customer gets to the benefits and to the ROI of their EcoVadis SaaS solutions  early on, it is critical that all impacted employees, mostly procurement teams, understand how the program works, what they are requested to do and how to integrate EcoVadis in their procurement policies, processes and technologies. The EcoVadis onboarding team accompanies customers through a series of guided workshops, meetings, and topics, designed to set up a strong and successful foundation for their sustainable procurement goals with EcoVadis. 

The Associate Customer Onboarding Manager reports to Senior Manager, Customer Onboarding and the scope of the role is as follows:

As an Associate Customer Onboarding Manager you will work with a diverse set of large multinational companies in the Northern European (mainly UK, Benelux, Nordics) market to ensure they have the foundations needed to maximize the value of EcoVadis as an important piece of their sustainable procurement initiative.  

Successful customer onboarding requires both strong project management and leadership skills as you will coordinate the strategic and technico-operational aspects simultaneously. For approximately 6 months you will be the project head for multiple customers, collaborating with the internal account management team (Key Account Manager, Customer Success Manager, Customer Success Advocate) through the onboarding phase. You will partner with the customer to advise and guide them in the set-up and adoption of the EcoVadis solution which includes integration where applicable in their internal and external capacity building and communications, design of procurement processes and tools and ultimately to build a seamless and scalable customer journey and roadmap for EcoVadis deployment.  You will interface with various customer stakeholders, and be accountable to securing executive leadership commitment throughout the onboarding phase. 

The onboarding phase of the customer journey comes to a close when the key onboarding program milestones are achieved, the tactical and strategic roadmap is documented and presented during a customer executive steering committee. After this period, the Onboarding team transitions the customer over to the Account Management team. 

Overview of specific tasks and actions:

• Act as the project lead simultaneously on 10-15 accounts to deliver the Onboarding program based on a fully developed methodology toolbox (i.e. sustainable procurement maturity diagnostic, a supplier selection and prioritization, various presentation and workshop templates, etc.),
• Understand the customer individual context and needs through research and through effective discovery with customers; and autonomously and efficiently adapt templates and onboarding program framework to those needs: 
  • customer’s sustainability vision and strategy;
  • analysis and segmentation of customer data points (i.e. supplier data by category, country spend, recurrence,...)
  • review and map the customers procurement organization, procurement process and systems, as well as any procurement guidelines (including KPIs, MBOs) to identify a successful  governance model and levers to self-sustain the program over the time
• Lead meetings and workshops with key customer stakeholders; provide insights and recommendations to guide the engagement as well as bring prescriptive direction to move the project and actions forward
• Collaborate with the Customer Success Managers (CSM), the account managers of the customer;  
• Monitor and track Onboarding program implementation progress against project timelines with accountability for qualitative and quantitative key performance indicators (i.e. Customer NPS, Time-To-Value, …)
• Close the the customer onboarding program within project time frame ensuring successful delivery and customer endorsement of the final roadmap (i.e. key recommendations and roadmap to help the customer and EcoVadis Account Manager to use as a guideline for the forthcoming 3 years,...).
• Contribute to the continuous improvement of the Onboarding methodology, working tools and workshop materials (i.e. identify opportunities for workflow improvement, best practices sharing and implementation).
• As needed, contribute feedback on the product and collaborate with the product teams to ensure a coordinated and aligned approach to our customers
• As needed, partner with the sales team to support in pitching EcoVadis to prospects, specifically by contributing your know-how and expertise about the value of the onboarding program