Customer Success Account Manager, Capital Market Signatories

The Customer Success Account Manager, Capital Markets Signatories is responsible for directly servicing and ensuring the success of a portfolio of Capital Markets Signatories. This role involves building strong relationships with customer contacts, guiding them through the effective utilization of CDP's data and other offerings to Signatories (webinars, etc.), and maximizing their engagement and satisfaction to ensure retention.

What you will do:

Customer Engagement and Success

• 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

Service Delivery and Support

• 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 Customer Success

Program & Cross-functional Collaboration

• Collaborate with the Head of Capital Markets Signatories Customer Success and other team members to ensure consistent and high-quality service delivery
• Provide feedback and insights from customer interactions to inform the development of product enhancements and process improvements, especially concerning data delivery and user experience
• Work closely with the Data Users Customer Success team and other functions, including Sales, Product, Technology, and Marketing & Communications, to ensure aligned service delivery

Financial Sector Knowledge and Expertise

• Develop and maintain a strong understanding of CDP’s disclosure data, with a particular focus on financed emissions and nature impacts
• Build knowledge of ESG reporting regulations and the latest market trends relevant to the financial sector to effectively support customer inquiries
• Stay informed about updates and changes to the CDP portal, data products, and disclosure processes
• Share knowledge and best practices with other Account Managers and contribute to the overall team expertise

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 your position

Internal stakeholders include: Global Capital Markets Signatory & Data Licensing team and relevant colleagues in the Sales function (Relationship Managers)

External stakeholders include: Capital Markets Signatories

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
• 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.

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 Berlin office and be comfortable with 2 days in the office per week.

The salary banding for this role is €46,000 - €55,807