Job Description:

The Customer Success Specialist will retain and grow existing customer revenue by developing customer relationships that improve satisfaction and promote retention, as well as identifying opportunities for upsell.

Role & Responsibility:

• Assume responsibility for relationship management and retention of Gold and Platinum Socio-Economic and Supply Chain clients

• Proactively manage churn and enhance customer retention

• Be the client’s main point of contact, working collaboratively across internal teams to enhance their customer experience and satisfaction

• Build relationships with client’s decision makers in Procurement, Sustainability, Investor Relations and Treasury departments and identify upsell opportunities within these departments

• Conduct presentations and training sessions on Sustainalytics products & services.

• Assist with organization of sales related events and conferences.

• Develop ESG and Sustainable Supply Chain industry knowledge.

• Serve as the primary contact for the onboarding of new clients and their users, as well as provide ongoing support on the Buyer Platform.

• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.

Business Stakeholder Requirements:

Minimum of 3 years in an account management or customer success role;

Excellent administrative skills and attention to detail

Strong interpersonal skills including demonstrated experience in a customer facing role;

Ability to collaborate within a team environment;

Desire to work in a fast-paced environment;

Experience using a CRM like Hubspot, Salesforce or Microsoft Dynamics;

Experience analyzing and interpreting customer interaction data from a CRM.