Customer Success Account Manager, Disclosure En Customer Success Hong Kong

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.

The Disclosure team plays a critical role in ensuring discloser customer success. Disclosure engages and provides support to confirmed discloser customers, including enhanced disclosure support to Reporter Service members and ASPs.

The Customer Success Account Manager, Disclosure Engagement is responsible for directly engaging critical disclosers within the region to ensure disclosure retention. The role is dedicated to building strong connections with high-impact disclosers and enhanced administrative fee payers, ensuring their positive outcomes and maximizing their engagement.

• 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 respond 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 Account Managers and contribute to the overall team expertise.

• 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 their position.

Internal stakeholders include:
Global disclosure team and relevant colleagues in the Sales function (Relationship Managers).

External stakeholders include:
Disclosing customers.

This role does not have budget responsibility.

• 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,…