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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 driving sustainability improvements
- Identify upsell/upgrade opportunities and contact customers accordingly via phone, email or webinar
- Use available data to drive targeted actions to achieve objectives
Improve and implement:
- Develop content to improve value perception at scale, such as hosting webinars to target specific customer groups and to drive interest in our different solutions and upsell as well as following up on the revenue generated from them
Communicate:
- Coordinate with frontline teams to open further opportunities for upsell, and to ensure content relating to upselling & value perception is effective
- Communicates value to customers on regional initiatives
- Clearly track and communicate the progress of monthly/quarterly initiatives & results to internal and external stakeholders
- Prepares technical reports on accounts/market status by collecting, analyzing, and summarizing complex information and trends in a concise and clear manner
- 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 improve the customer experience
Be pro-active:
- Identify and suggest process improvements to improve 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
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