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 opport