Customer Success Account Manager, Disclosure Engagement

CDP Global•New York, NY

26d•Hybrid

About The Position

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.

Requirements

Experience in customer success, account management, or a related field, ideally within a B2B environment.
A strong understanding of sustainability issues, including climate change, deforestation, water security, biodiversity, and plastics.
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.

Responsibilities

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 responding 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.
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.
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.
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.