Customer Success Account Manager, Capital Market Signatories

Role Overview

• Serve as a primary delivery point of contact for a portfolio of Capital Markets Signatory customers, building strong and lasting relationships with key stakeholders
• Understand customer needs, objectives, and challenges related to understanding CDP environmental data
• Proactively engage with customers to ensure they are effectively utilizing CDP's data, portal access, and available resources and webinars
• Provide ongoing support and guidance to customers on best practices for leveraging CDP data for their analytical needs
• Act as a conduit for the voice of the customer internally, escalating issues and collaborating with other teams to find timely and effective solutions
• Liaise closely with the Relationship Management team to provide timely information that enables seamless renewals and other relationship management conversations, identifying opportunities for further engagement or service expansion
• Support the onboarding of new Capital Markets Signatories, ensuring a smooth and efficient transition to service delivery
• Ensure the timely and accurate delivery of CDP data and services to assigned customers, adhering to relevant Service Level Agreements (SLAs) for response times and product delivery
• Assist customers in navigating the technical aspects of CDP's portal and data products
• Guide customers in understanding and utilizing disclosure data, particularly related to financed emissions and nature impacts, to gain valuable insights
• 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 Head of Capital Markets Signatories
• Collaborate with the Head of Capital Markets Signatories Customer Success and other team members to ensure consistent and high-quality service delivery

Requirements

• Experience in customer success, account management, or a related field, ideally within a B2B environment
• Experience with the financial sector preferred
• A strong interest in and understanding of environmental disclosure frameworks, with a particular focus on financed emissions and nature impacts
• Familiarity with ESG reporting regulations and financial market trends is a significant plus
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with Capital Markets 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.