Customer Onboarding Manager

3 days ago

Toronto, Canada EcoVadis Full time

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.

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.

**Job Description**:
**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 One Customer at a Time 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. 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 Customer Onboarding Manager reports to the Onboarding Director and the scope of the role is as follows**:
As a Customer Onboarding Manager you will work with a diverse set of companies 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. You will be the project head for multiple customers 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 objectives 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 Customer Success / Account Management team.

**Overview of specific tasks and actions**:

- Act as the project lead simultaneously on 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's 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.
- 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
- 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 the EcoVadis Customer Success & Account Management team to use as guideline for the continuation of the customer journey,...).
- 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

**Qualifications**:

- 4+ years experience in fields such as project management, SaaS/customer success, procurement or supply chain, consulting
- Experience with consulting and workshop methodologies, including delivering wor

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