About the role

Manager CES leading Client Enablement team at ESG Book. Fostering team growth and driving operational excellence in client onboarding and technical support.

Responsibilities

Manage, mentor, and develop a team of Client Enablement Analysts, fostering their professional and career growth.
Conduct regular performance reviews, provide constructive feedback, and manage team goals and objectives.
Cultivate a positive, collaborative, and results-oriented team environment.
Oversee and streamline all team operations, including client onboarding, technical support queues, and data delivery schedules.
Identify and implement process improvements to enhance efficiency, scalability, and client satisfaction.
Manage the team's workflow and ticket resolution using service tools.
Act as a senior point of contact and escalation for complex client inquiries and technical issues.
Lead client calls, product demonstrations, and service reviews, conveying complex concepts simply and clearly to clients.
Develop and maintain strong partnerships with senior management at key client accounts.
Manage the delivery and tracking of multiple client projects simultaneously, ensuring clear communication with stakeholders on progress.
Utilize KPIs to drive improvement in project outcomes.
Serve as a key link between the Client Enablement team and internal stakeholders, including Sales, Product, and Technology, to ensure alignment and effective collaboration.
Provide technical guidance to the team for debugging data delivery and platform issues.
Ensure high standards of quality control (QC) for manual data deliveries and report generation.

Experience: 6+ years of relevant experience in Financial Services, Technology, Consulting, or a Sustainability-focused firm, with at least 3 years in a direct people management role.
Team Leadership: Proven experience managing direct reports, including performance management, coaching, and career development.
Operational Acumen: A strong operational mindset with a track record of improving and streamlining processes for a service or support-oriented team. Experience with client onboarding is essential.
Client-Facing Skills: Superior communication, presentation, and interpersonal skills with a consultative approach to understanding and solving client needs.
Project Management: Excellent project management skills with the ability to manage multiple priorities and stakeholders in a fast-paced environment.
Problem-Solving: Strong analytical and troubleshooting skills, with a curious and hands-on approach to investigating technical issues.
Technical Proficiency: Experience with a Service Desk ticketing system such as Jira, Zendesk, Salesforce Service Cloud.
Personal Attributes: A self-starter who thrives in a high-intensity, multi-disciplinary global team.
Emotional ownership, pride in your work, and a strong team ethos.
Excellent organization and a keen attention to detail.
A positive attitude and an aptitude for learning new systems and technologies.

We are an equal opportunities employer. This belief and approach apply to all aspects of employment, including recruitment and selection, opportunities for training, development and promotion and our terms and conditions of engagement.