Customer Success Coordinator – Japan (カスタマーサクセスコーディネーター – 日本)


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.

Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

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

We are looking for a Customer Success Coordinator to join our team! In this position, we are looking for a team member that can support customers throughout Japan. Japanese and English fluency is a must.

Sustainable procurement has gained in importance and maturity over the past decade and is on the top of most of the Fortune 500 corporate agendas. Leading organizations are taking on strategic initiatives and goals in this space. As a digital SaaS solution, EcoVadis is designed to help such companies scale their initiative across their entire global supply chain. This requires good understanding of the solution by all impacted stakeholders and adoption of the principle of sustainable procurement, on all levels of our customers’ procurement organization. The Customer Success team manages the strategic deployment and account management of the EcoVadis solution with our customers.

EcoVadis is looking for a dynamic Customer Success Coordinator, driven by sustainability, to join our Japan team in Tokyo, bringing energy and passion in a positive environment to manage the success of EcoVadis’ customers.

Your primary responsibility is to provide operational management of customers’ EcoVadis programs, in support of the Customer Success team.

Your responsibilities will include (but will not be limited to):

Customer operational management:

  • Collaborate with and support 2-3 Account Managers to ensure effective implementation of the EcoVadis solution to a joint portfolio of customers
  • Manage a combination of customer facing and non-customer facing operational responsibilities for your joint portfolio of customers
  • Operational responsibilities examples include: Platform demonstrations, program reports, buyer trainings, Back Office support, preparation and/or delivery of data analysis, preparation and/or delivery of presentations both independently and/or as AM support
  • Establish and maintain customer relationships both proactively and reactively (For example, responding to incoming requests, resolving user issues, documenting actions)
  • Support and build advocacy among customer organization, including program team, champions, and buyers by delivering exceptional customer support
  • Liaise between customer and other EcoVadis departments (CSR analysts, Operations, Product, Customer success) to solve customer challenges and find solutions within reasonable deadlines
  • Improve quality of service by recommending improvements to internal processes; identifying new product and service applications for customer

Technical & project management

  • Lead and/or contribute to internal projects contributing to the formalization and standardization of Customer Success processes with a positive impact on team efficiency and quality
  • Lead and/or contribute to customer focused projects
  • Teamwork and best practices sharing to contribute to the development of EcoVadis service and to maintain a positive and motivating atmosphere


カスタマーサクセスコーディネーターを募集しています! このポジションでは、日本中のお客様をサポートできるチームメンバーを募集しています。日本語と英語に堪能であることが必須です。






  • 2~3名のアカウント・マネージャーと協力し、EcoVadisソリューションの効果的な導入をサポートします。
  • 担当する顧客ポートフォリオの顧客対応と非顧客対応の運用責任を組み合わせて管理する。
  • 運営上の責任例としては、以下のようなものがあります。プラットフォームのデモンストレーション、プログラムレポート、バイヤートレーニング、バックオフィスサポート、データ分析の準備・提供、プレゼンテーションの準備・提供(単独またはAMサポートとして)。
  • 積極的、反応的に顧客との関係を確立し維持する(例えば、入ってくるリクエストへの対応、ユーザーの問題の解決、行動の文書化など)
  • 優れたカスタマーサポートを提供することにより、プログラムチーム、チャンピオン、バイヤーなど、顧客組織間の支持をサポートし、構築する。
  • 顧客とエコバディスの他の部署(CSRアナリスト、オペレーション、プロダクト、カスタマーサクセス)との間で連絡を取り、顧客の課題を解決し、妥当な期限内に解決策を見出す。
  • 社内プロセスの改善提案、顧客向け新商品・サービス用途の特定によるサービス品質向上


  • カスタマー・サクセス・プロセスの形式化・標準化に寄与する社内プロジェクトを主導または貢献し、チームの効率と品質に好影響を与えること。
  • 顧客に焦点を当てたプロジェクトの主導および/または貢献
  • チームワークとベストプラクティスの共有により、エコバディスのサービス発展に貢献し、前向きでモチベーションの高い雰囲気を維持します。


Required Qualifications

  • 2+ years successful customer support experience with large accounts acquired in a fast paced environment
  • The ideal candidate has formal education in a related field (Supply chain, sustainability, business)
  • Excellent communication skills (Both written and verbal)
  • Excellent spoken and written Japanese and English is a must. Other languages are an asset.
  • Excellent excel and data analytical skills
  • High level of organizational skills and able to operate autonomously; ability to prioritize tasks and manage time
  • Ability to summarize data into insights in multiple formats (For example, PPT presentations)
  • Computer literate (MS office, Google Suite, SalesForce, Project management tools…)
  • Knowledge of procurement systems and/or SaaS solutions is an asset but not mandatory
  • Interest to work in an international and multicultural environment
  • Self-driven, results oriented and team player
  • Thrives in a fast paced environment
  • Passionate about sustainability


  • 2年以上のカスタマーサポートの経験(大口顧客の獲得、スピード感のある環境での成功
  • 関連分野(サプライチェーン、サステナビリティ、ビジネス)の正規の教育を受けている方が理想的です。
  • 優れたコミュニケーション能力(文書および口頭)
  • 日本語と英語の優れた会話力と文章力は必須です。他の言語が話せれば尚可。
  • 優れたエクセルとデータ分析能力
  • 高い組織力を持ち、自律的に行動できる。タスクの優先順位をつけ、時間を管理することができる。
  • データを複数のフォーマットでインサイトにまとめる能力(例えば、PPTプレゼンテーションなど)
  • コンピュータに詳しい(MSオフィス、Google Suite、SalesForce、プロジェクト管理ツール…)。
  • 調達システムおよび/またはSaaSソリューションの知識は、資産であるが必須ではない
  • 国際的かつ多文化的な環境で働くことに関心があること
  • 自主性を重んじ、結果を重視し、チームワークを大切にする方
  • スピード感のある環境で活躍
  • サステナビリティへの情熱

Additional Information

  • Beginning: 1st of May, 2022
  • Vacation: 12 days paid per year
  • Working Hours: 40 hours per week from Monday to Friday
  • Medical Aid coverage in accordance with company policy
  • Work Mode: Hybrid Work


  • 開始日: 2022年5月1日
  • 正社員

Our hiring team looks forward to reviewing your CV and covering letter with a guaranteed response to every application. A new job with purpose awaits you!

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions and neurodiverse candidates. If you need any adjustments, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity and inclusion and does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.

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