Senior Associate, Customer Success at Rainforest Alliance

POSITION SUMMARY:

The Senior Associate, Customer Success supports the initiatives of the Rainforest Alliance’s business partners in East and South Africa along the global supply chain (e.g. producers, exporters, traders, importers, manufacturers, retailers, etc.) to promote Rainforest Alliance certified products. The Senior Associate, Customer Success interacts with the different sector companies, gives advice and troubleshoots their navigation through Rainforest Alliance systems to assure compliance with Trademark, Chain of Custody and Traceability requirements. The Senior Associate, Customer Success uses best practices in Customer Success processes, optimizes customer experiences and grows the mission impact of the organization. Customer satisfaction, troubleshooting and data analysis are guiding principles in this work.

RESPONSIBILITIES:  

• Respond to general inquiries from producers, companies, organizations and individuals wishing to source and/or promote products with crops from farms with the Rainforest Alliance certification.
• Have professional interactions with companies in the different sectors (including traders) and walk them through the Rainforest Alliance customer journey, providing them with information on the implementation of supply chain requirements including traceability, Rainforest Alliance Standard requirements, use of the certification seal, licensing and mutual recognition where applicable.
• Provide information and technical support to producers, companies and other stakeholders on the implementation procedures of certification.
• Assist in delivering training and webinars to different users in matters such as the Rainforest Alliance traceability system.
• Troubleshoot clients as they navigate the Rainforest Alliance certification, traceability and trademark systems.
• Support team goals and projects in coordination with others in local, regional or global teams as needed.
• Share inputs and feedback about Customer Success processes to support continuous improvement activities
• Willing to do new assignments in a reasonable time and expertise on internal competence in the RA program when the country director or line manager suggests
• Support global account managers to deliver results on key accounts located in the region
• Provide trademark approvals for companies using the Rainforest Alliance seal for marketing purposes
• Offer registration, and certification process support for companies
• Collaborate internally with different teams – S&A, Tech Support, Training, Knowledge Management – to deliver accurate support to member companies.
• Other duties as assigned

QUALIFICATIONS:  

• Bachelor’s degree preferred, ideally in sustainable marketing, communications or business;
• Minimum 2 years of relevant experience in administrative, customer service, tech support or communication roles in a professional office environment; 
• Understanding and experience of sustainability and certification programs is highly desired; 
• Strong writing and verbal communication skills in English
• Interpersonal abilities and openness to interact with other cultures with tact and diplomacy;
• Positive approach, with strong organizational and time management skills;
• High attention to detail, analytical and strong customer orientation.
• Ability to interpret and explain guidelines and requirements to others;
• Comfortable with the use of Teams, Zoom or other online communication tools;
• Proficient in Microsoft Office and internet applications;
• Willingness and ability to travel 15% of the time