At a Glance
- Tasks: Engage with key customers to ensure their success and satisfaction with our environmental disclosure products.
- Company: Join a leading sustainability organisation dedicated to making a positive impact on the planet.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and continuous improvement.
- Why this job: Be part of a mission-driven team that champions environmental sustainability and customer success.
- Qualifications: Experience in customer success or account management, with a passion for sustainability.
The predicted salary is between 32157 - 40197 £ per year.
Location - London
Salary - £32,157 - £40,197
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:
- 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.
- 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.
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.
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.
Before you apply:
We’ll only use the information you provide to process your application. For more details on how we use your information, see our applicant’s privacy notice. By uploading your CV and covering letter, you are permitting CDP to use the information you have provided for recruitment purposes.
This is a hybrid role, candidates will need to live within a commutable distance of the office and be comfortable with 2 days in the office per week.
The salary banding for this role is £32,157 - £40,197.
How to apply: Please upload your CV in English via the application form.
Customer Success Account Manager - Cities, States & Regions - Disclosure Engagement EMEA employer: Cdp Global
CDP is an exceptional employer, offering a unique opportunity to work at the forefront of environmental sustainability in London. With a strong commitment to employee growth and a collaborative work culture, team members are encouraged to engage in meaningful projects that drive positive change. The hybrid work model and focus on inclusivity ensure a supportive environment where every voice is valued, making it an ideal place for those passionate about making a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Account Manager - Cities, States & Regions - Disclosure Engagement EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cdp Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cdp Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Account Manager - Cities, States & Regions - Disclosure Engagement EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cdp Global:Your cover letter is your chance to shine! Tell us why you want to work at Cdp Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cdp Global!
How to prepare for a job interview at Cdp Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
