Hybrid Customer Success Account Manager, Disclosure Engagement

at CDP

• Job title: Customer Success Account Manager, Disclosure Engagement
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: HK$267,844 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hong Kong

About the role

• Customer Success Account Manager responsible for engaging critical disclosers at CDP. Ensuring disclosure retention and building connections with high-impact disclosers in a hybrid work environment.

Responsibilities

• 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 responding 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.
• 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.

Requirements

• 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.