Customer Success Account Manager - Cities, States & Regions - EMEA
Location: London
Salary: £32,157 - £40,197
Contract: 12 month Fixed Term Contract
About CDP
CDP’s Customer Success function is responsible for the customer experience from onboarding through to the delivery of a seamless customer journey. Customer Success delivers products and services to our customers, guiding customers through the full utilization of CDP products and ensuring customer delight and retention without over or under servicing. Customer Success has a global functional orientation, focusing on disclosers, requesters, and signatories and data licensees. The Customer Success function works closely with Sales and M&C (Marketing and Communications) to support the customer journey, and with Product to support the product lifecycle and input voice of the customer into product development.
The Disclosure team plays a critical role in ensuring discloser customer success. Disclosure engages and provides support to confirmed discloser customers, including enhanced disclosure support to Reporter Service members and ASPs.
About this role
The Customer Success Account Manager, Disclosure Engagement is responsible for directly engaging critical disclosers within the region to ensure disclosure retention. The role is dedicated to building strong connections with high-impact disclosers and enhanced administrative fee payers, ensuring their positive outcomes and maximizing their engagement.
What you will do
Critical Discloser Engagement and Success
* Proactively engage a portfolio of critical disclosers as defined by CDP strategy, enhanced admin fee status, and any grant-related requirements.
* Understand customer needs, objectives, and challenges related to environmental disclosure, and effectively respond to complex and nuanced questions.
* Identify opportunities for deeper engagement, working closely with Relationship Managers from the Sales function to support lead generation.
* Provide tailored guidance and business cases to these critical disclosers to maximize their positive outcomes and engagement.
* Collaborate closely with the Customer Support team on the support of these critical disclosers.
* Work with the Regional Engagement Lead, Disclosure to manage and resolve critical discloser escalations in a timely and effective manner, ensuring customer satisfaction and minimizing negative impacts.
Engagement Support and Collaboration
* Collaborate with the Regional Engagement Lead, Disclosure, Team Leads, and other team members to ensure consistent and high-quality service delivery across the region.
* Provide feedback and insights from customer interactions to help the organization identify discloser pain points and opportunities for improvement and innovation.
Knowledge and Expertise
* Develop and maintain in-depth knowledge in environmental disclosure frameworks and expertise in CDP’s questionnaires and scoring methodology.
* Build knowledge of relevant sectoral and thematic areas to effectively support customer inquiries.
* Stay informed about updates and changes to the Portal, data products, and disclosure policies.
* Share knowledge and best practices with other Account Managers and contribute to the overall team expertise.
Team Collaboration and Expectations
* Ensuring you know what is expected of you, through regular 1:1’s, having clear objectives in place, and participating in open and honest performance and development conversations.
* Ensuring a respectful and inclusive workplace, where team members communicate openly, share knowledge so it can be used, and respect difference.
* Living the CDP Values and demonstrating the behaviours appropriate to their position.
* Internal stakeholders include: Global disclosure team and relevant colleagues in the Sales function (Relationship Managers).
* External stakeholders include: Disclosing customers. This role does not have budget responsibility.
We’re looking for
* Experience in customer success, account management, or a related field, ideally within a B2B environment.
* An interest in sustainability issues, including climate change, deforestation, water security, biodiversity, and plastics, and an understanding of the business case for environmental disclosure.
* Ability to quickly learn, comprehend, and retain complex and nuanced information with regards to environmental disclosure requirements.
* Excellent communication and interpersonal skills, with the ability to build rapport and trust with disclosure customers.
* Strong problem-solving and analytical skills, with the ability to understand customer needs and translate them into actionable support.
* Demonstrated ability to manage multiple accounts and tasks effectively, with strong organizational and time management skills.
* Proficiency in using CRM systems and other relevant software applications.
* A proactive and customer-centric approach with a focus on delivering value and ensuring customer satisfaction.
* Ability to work independently and collaboratively within a team environment.
* Alignment with CDP’s mission and values.
Hybrid role
This role is hybrid; candidates must live within a commutable distance of the office and be comfortable with 2 days in the office per week.
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