Customer Success Associate (Sustainability)
Customer Success Associate (Sustainability)
Location: Remote (China, Vietnam, Hong Kong, or Philippines)
Reports to: Regional Lead, APAC
About Worldly
Worldly is the world's most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Worldly is trusted by 40,000 global brands, retailers, and manufacturers to provide the single source of ESG intelligence they need to accelerate business and industry transformation.
Through strategic and meaningful customer relationships, Worldly provides key insights into supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, we enable that systemic shift.
Backed by a dedicated global team of individuals aligned by values, Worldly proudly operates as a public benefit corporation with backing from mission-aligned investors.
About The Role
Worldly is seeking a Customer Success Associate to support the APAC Customer Success team across customer data operations, customer program delivery, training, and platform support. The role is responsible for managing customers' supplier lists and verifying data accuracy, supporting service cadences for customers in different subscriptions, delivering training to APAC customers, and handling platform/brand’s requirements enquiries. The role reports to the Regional Lead and works closely with other members of the Customer Success team across time zones.
The ideal candidate is detail-oriented, comfortable working with large data sets, a confident communicator in front of customers, and interested in retail supply chains and ESG reporting.
What You'll Do
1. Customer data operations
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Manage and maintain detailed record-keeping of customers' supplier lists; maintain and update supplier data by inputting text-based and numerical information from source documents within time limits on a recurring basis
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Compile, verify accuracy, and sort information according to priorities to prepare source data for platform import
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Review data for deficiencies or errors, correct any incompatibilities where possible, and check the output
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Import data to the Worldly platform on behalf of customers
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Send templated emails on behalf of customers
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Store completed work in designated locations and perform backup operations
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Respond to queries for information and access relevant files
2. Customer program & cadence support
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Support facility list management, cadence setup & management, adoption emails, and reporting needs for ImpactService customers
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Independent service delivery to customers in Platform Access subscription
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Manage recurring customer deliverables (e.g., MWL updates) with CS Ninjas Team
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Manage email cadences in HubSpot for customer adoption programs
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Data / deck preparation for End-of-Cadence Meetings with assigned accounts
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Consolidate and visualize platform data into presentation materials
3. Training & events
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Deliver training sessions and host office hours for APAC customers
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Manage training-related emails e.g., invitation and follow-up emails
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Handle training/office hours follow-up: surveys, uploading recordings to the guidance site, collecting and answering Q&A, analyzing survey results
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Report on training KPIs
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Schedule training and office hours sessions in the CS Zoom account
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Represent Worldly at industry events in APAC
4. Support & ticketing
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Answer platform/brand’s requirements enquiries — deadlines, verification booking for Higg FEM and Higg FSLM, especially accounts-related
5. Translation & localization
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Organize translation of training and guidance content
6. Team & workflow support
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Assist Regional Lead in overseeing and shaping the CS Support Ninja workflow
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Support onboarding, training & supervising CS Support Ninjas
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Support UAT testing of (adoption, analytics, supply impacts)
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Flexible to atte