**Company Description**
**_
Work smart, have fun and make an impact!_**
Ulula, is a social enterprise that aims to improve working conditions in mining, manufacturing and agribusiness by sourcing and processing accurate and timely insights directly from workers and communities around the world. Ulula software and analytics platform connects directly and anonymously with our target stakeholders to obtain honest feedback and create more transparent and responsible supply chains. We have projects across the globe including India, China, Malaysia, Peru, South Africa with clients ranging from Fortune 100 companies to NGOs and government departments.
Ulula is a subsidiary of EcoVadis, the leading provider of business sustainability ratings.
- Manage a portfolio of customer and partner relationships while maintaining a high level of satisfaction and engagement with the service and tools.
- Lead customer journey and coordinate projects ensuring they maximize the value they get from Ulula’s worker and community voice solutions. Provide thought leadership and partner with them to help them adopt and integrate the Ulula suite of tools in appropriate processes.
- Own regular communication with clients to share project progress, source feedback and decisions, and promptly resolve issues and concerns. Manage and track activities, timelines and milestones.
- Work with the customer to facilitate supplier (or other relevant stakeholder) onboarding and solution deployment on a systematic basis to drive adoption of product and services and ensure continuous uptake and usage.




- Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
- Liaise between customer and internal Ulula/Ecovadis teams (sales, solutions implementation, operations) to promptly resolve customer challenges and find opportunities and solutions.
- If custom reporting is in scope, coordinate project reporting, collaborating directly with the Product team.
- Build advocacy among customers; establish and maintain strong relationships with customer project managers and decision makers
- Promote upsell of additional services when needed
- Successfully manage contracts renewals
- Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
- Occasional travel may be required
**Other**:
- Contribute to Ulula product and solutions continuous improvement process by gathering customer feedback and ideas to inform platform advancements
- Lead and/or support a variety of departmental process improvement projects
- Teamwork, peer-coaching, and best practices sharing to contribute to the development of Ulula/EcoVadis service and to maintain a positive and motivating atmosphere
**Qualifications**
- More than 7 years of successful customer management,



account management, or consulting experience acquired in a fast paced environment.
- Social science background with knowledge and experience in supply chains, corporate sourcing, ethical procurement, community relations and social impact, sustainability, international development, social impact tech, and/or business and human rights.
- Excellent communication skills, both oral and written. Fluency in English and Spanish is mandatory; other languages are considered an advantage.
- Familiar with measuring and tracking project delivery success metrics. Excellent excel and data analytical skills.
**What sets you apart**:
- Familiarity with the auditing industry and international certification standards (i.e. BSCI, ETI, SA8000), industry associations (e.g. Amfori), and sustainability entities (i.e. SEDEX, RSPO), or knowledge and experience in community relations, corporate social responsibility programs (esp. from the agriculture, international development, mining, oil & gas, infrastructure sectors)
- Understanding of labour, human and community rights issues in integral supply chains
- Desire to learn, become familiar with and advocate for the use of modern technologies
- Self-motivated with a tolerance for ambiguity and change, with a high desire to take ownership of projects.
- Ability to be agile in an ever changing environment.
**Additional Information**
- Start date: January, 2025
- Full-time position (After probation period)
- Location: Mexico City
- Hybrid model: 4 days per month

📌 Customer Success Senior Associate (Ciudad de México)
🏢 EcoVadis
📍 Ciudad de México