Customer Success Manager

Role

Customer Success Manager, ESG Analytics – Europe

Location(s)

Lisbon, Portugal; Hamburg, Germany; London, United Kingdom

Languages

English (Native), German

Who We Are

Imagine working directly with many of the world’s most important consumer product brands on the most pressing issues shaping global trade. Imagine a career in which the quality of your work could help eliminate human rights abuses or mitigate climate change. Imagine a career that combines technology with impact.

ELEVATE is a global leader in sustainability and we are seeking to hire for our analytics division.

As a Customer Success Manager, you will help onboard new clients to EiQ, a growth-stage digital product suite that helps consumer product brands build better supply chains through assessing, analysing and remediating supply chain ESG risk. You will work at the intersection of sales, responsible sourcing, and product development as part of a broader team that seeks to build not only a beloved digital service offering but also change the shape of global trade for better. The ideal applicant will be insatiably curious, solutions-oriented, and purpose-driven.

ELEVATE was acquired by LRQA in April 2022. LRQA is a global leader in business assurance and owned by Goldman Sachs.

Job Overview

As a Customer Success Manager, you will play a vital role in driving the adoption of EiQ among our clientele. Your role requires a deep interest in the operations and business models backing consumer goods companies, as well as the patience required to lead a customer through a technical software implementation process. We require attention to detail, an ability to draw out and build a sharp understanding of client pain points and the resolve to work through the difficulties of building a digital product while fundamentally challenging the way that supply chain managers operate. Are you data literate and analytical while still comfortable grappling with ambiguity in finding the best outcome for the client? Do you have an auditor’s mind for detail? Are you confident and polished, able to go head-to-head with industry leaders? Can you put together a beautiful slide deck? Are you customer centric? Then we want you!

Key Responsibilities

1. Onboarding and Adoption:

• Lead the onboarding process for new clients, ensuring a seamless experience and successful adoption of our digital product.
• Develop personalized onboarding plans based on client goals, needs, and desired outcomes.
• Provide training sessions and ongoing support to help clients maximize the value of our product.
• Monitor client adoption rates and identify areas for improvement or increased engagement.

2. Client Engagement and Relationship Building:

• Build and maintain strong relationships with clients, understanding their unique goals, challenges, and business objectives.
• Conduct regular meetings and check-ins to align our digital product with client needs and expectations.
• Act as a trusted partner and advisor, providing proactive guidance and support.
• Collaborate with clients to develop strategies and action plans for achieving success build on EiQ.

3. Data Analysis and Insights:

• Utilize data analysis and methodologies to derive insights into customer behavior, trends, and preferences to generate insight into a client’s responsible sourcing practices.
• Translate data insights into actionable recommendations and strategies, built on the principles of responsible sourcing.

4. Client Deliverables and Communication:

• Create professional deliverables, including presentations, reports, and email communications.
• Ensure deliverables are tailored to client needs, visually compelling, and aligned with the brand.
• Communicate with clarity and precision, both verbally and in written communications.

5. Collaboration and Cross-Functional Support:

• Collaborate closely with internals teams – with humility, responsibility, and accountability – creating an environment of high performance built on trust, psychological safety, and collaboration.

• Advocate for client needs, sharing insights to drive product enhancements and improvements.

• Contribute to the development of best practices, case studies, templates and success stories.

• Act as a customer advocate, providing input and feedback to shape the future development of our digital product.

Requirements

• 5+ years of experience in sourcing, responsible sourcing, or work on a sales team. The following are especially desirable:

• Clear knowledge of sustainability reporting standards, industry protocols, sourcing processes, and data practices.

• Experience working in a consumer-products vertical (especially apparel, food and beverage or electronics), an understanding of organizational priorities across several tiers of management within a consumer goods organization, and comfort working with both senior management and operational staff on executing towards their priorities.

• An understanding of how to proactively deepen customer relationships and a high-level view of the customer lifecycle for consumer product brands.

• Experience as a Customer Success Manager

• Customer centric. A great listener, able to ask strategic questions to better understand a customer’s underlying needs and then translate a product’s features into a set of use cases with clear tie-ins to client benefits.

• Agile and battle-hardened. Comfortable working at a growth-stage company and handling a work environment that is both ambiguous and fast-paced.

• Highly articulate, humble and empathetic. Able to provide clear feedback to customers and internal teams that supports ongoing product development.

• Culturally fluid – able to work comfortably with a diverse global team, remotely.

• Curious on how technology might intersect with ESG.

• Excellent written and verbal English. strong German language skills.

• Bachelor’s degree. Masters preferred.

Equal Opportunity Employer

ELEVATE is committed to creating a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by local law. Personal data provided by applicants will be treated as confidential information and will be used exclusively for employment purposes only. Only short-listed candidates will be notified. Applicants who are not invited for an interview may consider their applications filed for future reference.

To learn more about career opportunities at ELEVATE, please visit our Careers Page here: [https://www.elevatelimited.com/careers/>