At a Glance
- Tasks: Engage with critical disclosers to ensure their success and satisfaction.
- Company: Join CDP, a leader in environmental disclosure and customer success.
- Benefits: Competitive salary, supportive team culture, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous learning.
- Why this job: Make a real impact on sustainability while building strong customer relationships.
- 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, 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 & Stakeholders: Actively contribute 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.
Customer Success Account Manager - Cities, States & Regions - Disclosure Engagement EMEA employer: CDP
CDP is an exceptional employer that prioritises employee growth and development within a collaborative and inclusive work culture. Located in the vibrant city of London, we offer a dynamic environment where you can engage with critical disclosers on sustainability issues, while enjoying competitive benefits and a commitment to work-life balance. Join us to make a meaningful impact in environmental disclosure and be part of a team that values your contributions and fosters professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Account Manager - Cities, States & Regions - Disclosure Engagement EMEA
✨Tip Number 1
Get to know the company inside out! Research CDP’s mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in their work.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success and environmental issues. Use the STAR method to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Success Account Manager - Cities, States & Regions - Disclosure Engagement EMEA
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Account Manager role. Highlight your experience in customer success and any relevant skills that align with the job description. We want to see how you can bring value to our team!
Show Your Passion for Sustainability:Since this role is all about environmental disclosure, let your passion for sustainability shine through in your application. Share any experiences or projects that demonstrate your interest in climate change and related issues. We love candidates who care about making a difference!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate candidates who can communicate effectively, just like we do with our customers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at CDP
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success and account management. Understand how to engage with customers effectively, especially in a B2B context. Be ready to discuss your previous experiences and how they relate to ensuring customer satisfaction and retention.
✨Show Your Passion for Sustainability
Since this role involves environmental disclosure, it’s crucial to demonstrate your interest in sustainability issues. Familiarise yourself with topics like climate change and biodiversity, and be prepared to discuss how these issues impact businesses and their disclosure practices.
✨Prepare for Complex Questions
Expect nuanced questions about customer needs and challenges related to environmental disclosure. Practice articulating how you would respond to complex inquiries and provide tailored guidance to customers, showcasing your problem-solving skills and analytical thinking.
✨Engage with the Team Spirit
This role requires collaboration with various teams, so highlight your ability to work well in a team environment. Share examples of how you've contributed to team success in the past and how you can foster an inclusive workplace that values open communication and knowledge sharing.
