Customer Success Account Manager, Capital Market Signatories

Location - Berlin

Salary -€46,000 - €55,807

12 month Fixed Term Contract

About CDP:

CDP is a global non-profit that runs the world’s only independent environmental disclosure system. As the founder of environmental reporting, we believe in transparency and the power of data to drive change.

Partnering with leaders in enterprise, capital, policy and science, we surface the information needed to enable Earth-positive decisions. We helped more than 24,800 companies and almost 1,000 cities, states and regions disclose their environmental impacts in 2024. Financial institutions with more than a quarter of the world’s institutional assets use CDP data to help inform investment and lending decisions.

Our team is truly global, united by our shared desire to build a world where people, planet and profit are balanced. Visit cdp.net or follow us @CDP to find out more.

About the Team:

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 Marketing & Communications to support the customer journey, and with Product to support the product lifecycle and input voice of the customer into product development.

The Capital Markets Signatories and Data Licensing team manages technical and data elements of delivering CDP data to signatory programme. The team also ensures technical requirements and documentation to support ingestion of data for signatories and environmental data sales customers.

About this role:

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