Senior Customer Success Account Manager, Data Users Customer Success CDP Global - London

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 to find out more.

The Team:

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

About this role:

The Senior Customer Success Account Manager, Data Users is responsible for directly servicing and ensuring the success of a portfolio of critical data licensing customers. This role involves building strong relationships with customer contacts, facilitating the timely and high-quality delivery of CDP data, and maximizing their understanding and utilization of the data for their specific needs. The Senior Account Manager also supports the Head of Data Users Customer Success with team management and strategy.

What you will do:

• Customer Engagement and Success
• Serve as a primary point of contact for a portfolio of critical data licensing customers, building strong and lasting relationships with key stakeholders.
• Understand complex customer needs, objectives, and challenges related to their use of environmental disclosure data.
• Proactively engage with customers to ensure they are effectively receiving, understanding, and utilizing CDP data.
• Act as a conduit for the voice of the customer internally, escalating issues and collaborating with other teams (especially Product) to find timely and effective solutions related to data delivery.
• Liaise closely with the Relationship Management team to provide timely information that enables seamless renewals and other relationship management conversations, identifying opportunities for further data utilization or service expansion.

Service Delivery and Support

• Support the onboarding of new data licensing customers, ensuring a smooth and efficient transition and data delivery.
• Ensure the timely and accurate delivery of CDP data to assigned customers, adhering to relevant Service Level Agreements (SLAs).
• Assist a subset of the team's most critical customers in navigating and understanding the structure, content, and nuances of CDP's disclosure data.
• Guide customers in utilizing data effectively to gain valuable insights, focusing on sectoral and thematic applications relevant to their needs.
• Monitor customer engagement with the data and identify opportunities to enhance their experience and the value they derive.
• Manage and track customer interactions and data delivery progress, providing regular updates to the Head of Data Users Customer Success.

Cross-functional Collaboration

• Work closely with the Product team to communicate customer feedback, data requirements, and inform the development and enhancement of data products.
• Provide strategic support to the Capital Markets Signatories & Data Users leadership team.
• Partner with the Head of Capital Markets Signatories Customer Success and other functions including Sales, Technology, and Marketing & Communications to align data delivery with business goals and support integrated customer journeys.

Stakeholders:

Internal: Global Capital Markets Signatory & Data Licensing team, relevant colleagues in Sales (Relationship Managers), and Product teams.

External: Data licensing customers.

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 focused on data products or technical solutions.
• Expertise in data analysis concepts and tools, with the ability to interpret complex datasets.
• Strong programming skills and experience working with modeled data.
• Deep understanding of statistical methods and their application in data-driven decision-making.
• In-depth knowledge of greenhouse gas (GHG) emissions, including accounting methodologies and reporting frameworks.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with data-focused customers.
• Strong problem-solving and analytical skills, with the ability to understand and address complex client needs.

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 permit CDP to use the information for recruitment purposes.

How to apply:

Please upload your CV in the application form.

The salary banding for this role is £39,525 - £49,407.

This is a hybrid role; candidates will need to live within a commutable distance of the London office and be comfortable with 2 days in the office per week.