Customer Success Assistant, Disclosure Services

Job description

CDP Role Title : Customer Success Associate, Disclosure Services Function: Customer Success Annual Salary : R$46,800 - R$58,510 Location: Sao Paulo Contract Type: Permanent 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 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 M&C to support the customer journey, and with Product to support the product lifecycle and input voice of the customer into product development. 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. Key responsibilities include: Resource and Content Creation Assist in the creation of content for webinars, events, and customer calls. Develop and format presentations, reports, and other materials using PowerPoint and Excel. Support the team with the preparation of materials for customer presentations and internal updates. Data Management and Analysis Support Contribute to the creation of Disclosure Services deliverables and tools. Support the tracking and management of key team metrics and performance data at a regional level. Contribute to the maintenance and updating of team databases and data records. Operational Support: Assist Account Managers through data tools and visualizations to support customer engagement. Respond to external queries directed to the team inbox, providing timely and accurate information and ensuring efficient handling of inquiries. Support Account Managers with member requests and operational tasks. Catalogue, maintain, and update key support resources for Account Managers and discloser customers on a regular basis. Provide operational and administrative support to the Regional Head of Disclosure and the wider regional team. Support the implementation of process improvements and best practices within the region. May manage select Reporter Services accounts. Global Operational Support: Contribute to the planning and execution of working group initiatives aimed at supporting the global Disclosure Services team, working closely with the Global Customer Success Enablement Lead. Create standardized resources and processes, and identify opportunities to improve and streamline internal team processes. Provide ad-hoc support for other global projects as necessary. 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 Internal stakeholders include: Global and regional Disclosure Services team, Customer Success Enablement Lead, and the Customer Success Operations team. External stakeholders include: Disclosing customers This role does not have budget responsibility. We're looking for: 1–2 years of professional experience, preferably in the sustainability field Fluent or advanced English and Fluent Portuguese Available to start as soon as possible Some experience working directly with external clients Spanish language proficiency would be considered a strong advantage. Before you apply This is a hybrid role, candidates will need to live within a commutable distance of the office and be comfortable with 2 days in the office per week. The annual salary banding for this role is R$46,800 - R$58,510 How to apply: Please upload your CV in the application form along with a covering letter as an additional document setting out how you meet the required skills and experience for this role, which should be no more than a page. Please upload your CV in English via the application form