Customer Success Account Manager, Disclosure Services

CDP Global•New York, NY

2d•Hybrid

About The Position

The Account Manager is responsible for directly servicing and ensuring the success of a portfolio of Reporter Services members and other customers benefitting from disclosure services (e.g. Accredited Solutions Providers). This role involves ensuring customer satisfaction through the successful delivery of contracted products and services, and through expertise on environmental disclosure and CDP’s questionnaires.

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

Customer Relationship Management
Serve as the primary delivery point of contact for a portfolio of Reporter Services customers and ASPs, building strong and lasting relationships with key stakeholders.
Understand customer needs, objectives, and challenges related to environmental disclosure, and effectively responding to complex and nuanced questions.
Proactively engage with customers to ensure they understand CDP’s questionnaire, are effectively utilizing the discloser Portal, and are leveraging the data products they receive.
Provide ongoing support and guidance to customers on best practices in environmental management and disclosure.
Act as a conduit of the voice of the customer internally, escalating issues and collaborating with other teams to find timely and effective solutions.
Closely liaise with Relationship Managers on the Sales team and provide timely information to enable renewal and other relationship management conversations, putting forward any opportunities to upsell or cross-sell.
Service Delivery and Support
Support the onboarding of new customers, ensuring a smooth and efficient transition.
Ensure the timely and accurate delivery of disclosure services associated with the purchased membership or product to assigned customers, adhering to relevant Service Level Agreements (SLAs) and to the terms of the product purchased by the customer – not over- or under-servicing.
Support customers in navigating the technical aspects of the disclosure process and the Portal.
Assist customers in understanding and utilizing data products and other deliverables.
Monitor customer engagement and identify opportunities to enhance their experience and the value they receive.
Manage and track customer interactions and progress, providing regular updates to the Regional Head of Disclosure. Program Support and Collaboration
Collaborate with the Regional Head of Disclosure and other team members to ensure consistent and high-quality service delivery across the region.
Provide feedback and insights from customer interactions to inform the development of product enhancements and process improvements.
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. Actively contributes to an effective and engaged team, clear on its purpose and contribution, by:
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.