Member (Customer) Success Manager
GRESB, Netherlands

We are currently looking for an experienced, energetic, and highly-motivated individual to build, train and mentor the GRESB Member Success Team. The Member Success Manager (MSM) is a unique role between member relations, product development and IT. The candidate is responsible for cultivating and maintaining strong relationships with members ensuring high levels of satisfaction. This newly created role is pivotal within the organisation and sits at the intersection of product development, sales and technical development in order to ensure our clients are set up for success. This position is designed for an experienced Member Success Manager who has high attention to detail, strives for member success and satisfaction, is articulate and credible, and metrics driven.

Key responsibilities

• Hire, train and mentor a highly effective member success team focused on product maintenance, training and operational support
• Serve as the primary interface to manage and resolve any operational issues
• Ensure timely and good quality support to all customers/members and partners (platform used: Freshdesk)
• Coordinate functional quality assurance and generate periodic bug reports
• Implement policies and processes to establish a high level of quality service (Gold, Silver amp; Bronze), specifically during our Submission period
• Maintain proactive support to New Members during their on-boarding period
• Implement one proactive training program for our Customers/Members
• Proactively identify customer risks and drive mitigation strategies
• Focus on product maintenance and quality assurance (i.e. identify and file bugs to existing products, provide functional specifications, interact with the engineering team, test implementation, communicate solution to members)
• Identify tactical product enhancements by remaining connected to customer needs, industry trends, market activities, and competitors.
• Liaise with all other departments to drive positive client outcomes
• Provide ad-hoc premium services to technology partners and strategic members

Requirements

• 7+ years working experience in data/software company (ESG or Financial Services) with experience(s) in the following activities: customer success , product management or consulting.
• You are well organized, are able to work in a busy, international environment and multi-task with a constant sense of urgency and flexibility in managing changing priorities;
• Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a team to deliver member success
• Experience with Salesforce.com, Freshdesk (or similar) and other CRM tools
• You have a Bsc study Msc Business amp; Economics, Finance, Environmental studies or related, and are passionate about sustainability and ESG (Environmental, Social, and Governance) issues;
• You are a quick learner with strong analytical skills;
• You have good communication skills, both orally and written with the ability to express ideas clearly and concisely;
• Knowledge or previous experiences with project management is desirable;
• You are fluent in English. Knowledge of other languages is desirable, but not required.

Benefits

• Involvement in a fast-growing international organization that is globally recognized as the leading sustainability benchmark for real assets
• Opportunity to build and work with a highly talented team in a supportive and flexible environment
• Attractive compensation that matches your experience. Fixed salary + bonus of up to 20% of your gross salary + Long Term Incentive Plan
• 25 days of paid holidays
• Annual budget for Personal Development
• Free public transport to and from work inside the Netherlands
• Live in Amsterdam, one of the world’s most international and sustainable cities
• Free and healthy lunch at the office
• Company pension plan

Job Rewards and Benefits