Account Success Executive (USA) - Sedex

About Sedex

More than 85,000 businesses across the world have made Sedex their trusted partner in creating a more socially and environmentally sustainable supply chain.

From our platform’s unrivalled data insights to our team’s expert guidance, Sedex makes it easy for companies to manage, assess and report on sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable.

Our Mission is to supply data-driven insight through the most accessible tools and services. We engage with companies and our community to continuously improve their environmental, social, and governance (ESG) outcomes.

The role

This role will assist the Strategic Account Managers on developing and evolving long-term, trusting relationships with a portfolio of Sedex’s strategic customers. Working across the strategic account portfolio, you will be responsible for managing key project deliverable that support in delivering additional revenue, customer retention and customer satisfaction. You will act as the second point of contact for this account portfolio, collaborating with internal key stakeholders to deliver a high level of customer experience.

Key responsibilities

• Serve as the assisting point of contact for the Strategic Account portfolio, supporting the Strategic Account Manager (SAM) to ensure that client needs are met and company objectives are delivered.
• Support the SAM’s on producing individual Account Management plans for every customer, setting out defined goals and measures of success.
• Creating service agreement documents at point of sale.
• Developing pitch documentation to support sales negotiations.
• Managing meeting notes, follow-ups and any outcomes.
• Develop trusted relationships with key accounts, customer stakeholders and executive sponsors.
• Ensure the timely and successful delivering of our solutions according to customer needs and objectives.
• Day to day management across the Strategic portfolio of technology and product queries.
• Own and resolve customer complaints in a timely manner, ensuring that both the Sedex & the customer’s needs are considered.
• Responsible for raising invoices and chasing payments, of both membership and services sold.
• Seek opportunities to improve processes that will have a direct and positive impact on the customer journey.
• Supporting on the coordination of global accounts with regional teams and aligning on goals and deliverables.
• Managing product email campaigns.
• Working closely & collaborating with a variety of internal business teams.
• Working fast and efficiently, with high levels of organisation.

Knowledge, Skills & Experience

• 2+ years’ experience in an account support or sales administrator role (or similar).
• To be driven to work in a fast-paced, ambiguous, ever-changing start up environment, and can organise & prioritise your work independently.
• Experience in creating and strengthening customer and internal relationships. Demonstrable experience of supporting relationships and conversations with key accounts, building rapport and confirming Sedex as a critical partner to our customer base.
• Innovative and creative in finding solutions that will exceed customer expectations.
• Critical and creative thinking, with the ability to be agile in an ever-changing environment.
• Strong listening skills and ability to communicate effectively and adapt style to all levels of subject understanding.
• Excellent information gathering and verbal / written presentation skills as well as meticulous attention to detail.
• Knowledge of Salesforce, Microsoft Office and ideally (but not mandatory) to have insights of Gainsight or other Customer Success tool.
• Knowledge of procurement systems, Responsible Sourcing and SaaS is an asset but not mandatory.
• Proven track record of taking ownership, meeting targets and driving results.

Our culture

At Sedex, we are passionate about helping businesses become truly sustainable and ethical across their operations and supply chains. We believe that all people have the right to a safe workplace, where they are treated with respect and paid fair wages, free of harassment and discrimination. We strive to achieve these beliefs through inclusive behaviours that embody our values of being collaborative, responsible, transparent, quality driven and committed to service excellence.

We want everyone to feel they can be themselves and thrive at work - in every country, in everything we do, every day. We are focused on providing a culture characterised by inclusive everyday behaviours built on a foundation of respect and appreciation for diversity in all its forms.

Privacy Policy

Sedex is committed to protecting the privacy of its website users and members. Sedex uses any personal information you submit to us in accordance with this policy. The General Data Protection Regulation (GDPR) requires us to ensure that any personal information you provide us is processed fairly and lawfully. Sedex is the data controller in relation to any personal information you submit. Click here to view our privacy policy