Client Success Associate (ESG)
As a Client Success Associate at ESGpedia, you will help clients unlock the full value of our ESG platform from onboarding to their first reporting cycle. In this role, you will guide users through platform setup, deliver tailored training sessions, and assist in preparing ESG reports using ESGpedia’s tools and frameworks. You will act as a trusted partner throughout their adoption journey, ensuring clients understand how to organise data, build disclosures, and develop reports with confidence.
You will collaborate closely with product, technical, and sustainability teams to troubleshoot user challenges, bridge feedback, and ensure clients experience a seamless, supportive ESG reporting journey.
In addition, you will play a key role in driving client retention and contract renewals, ensuring clients continue to derive value from ESGpedia. This includes proactively managing client relationships, identifying renewal opportunities, and supporting the renewal process. Incentives and/or commission structures will be tied to successful renewals and client retention performance.
Job Responsibilities
Client Onboarding & Platform Training
- Lead end-to-end onboarding for new clients, including account setup, platform walkthroughs, and user orientation.
- Deliver live or virtual training sessions to help clients understand ESGpedia features, data input processes, and reporting workflows.
- Tailor tutorials to client industry and reporting maturity, ensuring confidence in using the platform.
- Serve as the primary post-sales contact, addressing client inquiries, troubleshooting platform issues, and escalating where needed.
- Monitor client usage, identify friction points, and proactively reach out to encourage adoption and ongoing engagement.
- Maintain a high-touch support experience to ensure client satisfaction and smooth reporting cycles.
- Assist clients in organising and inputting ESG data into the platform to support the creation of sustainability reports.
- Guide clients on how to align report sections with ESGpedia templates and relevant reporting frameworks (e.g., GRI, ISSB, GHG Protocol).
- Provide hands-on support to help clients create, review, and refine their reports using ESGpedia
Internal Coordination & Product Feedback
- Collaborate with product, technical, and sustainability teams to resolve support tickets, feature requests, and usage gaps.
- Document recurring client pain points and share insights to inform product improvements and roadmap decisions.
- Contribute to knowledge bases, scripts, and educational content to improve onboarding efficiency and scalability.
- Support the development of onboarding guides, FAQs, training materials, report templates, and help-center resources.
- Identify opportunities to streamline client workflows and reduce time-to-value.
- Participate in cross-departmental sessions to continually enhance ESGpedia’s client success processes.
Client Retention & Renewals
- Build strong, long-term client relationships to drive satisfaction, retention, and platform stickiness.
- Proactively track contract timelines and engage clients ahead of renewal cycles.
- Identify opportunities to reinforce value delivery and address gaps to support successful renewals.
- Support renewal discussions, including aligning on scope, usage, and future needs.
- Work closely with the Business Development team on renewal strategies where applicable.
- Achieve renewal and retention targets, with incentives/commissions tied to successful contract renewals.
Ideal Candidate
We are seeking a client-oriented professional with 1–3 years of experience in sustainability reporting or carbon accounting, who is passionate about ESG and enjoys guiding organisations through their reporting journey. The ideal candidate holds a relevant degree (e.g., Business, Sustainability, Environmental Science, or Engineering) and has hands-on experience preparing ESG disclosures using established frameworks such as GRI, ISSB, TCFD, or the GHG Protocol.
You are a strong communicator, confident in delivering platform walkthroughs, demos, and trainings, and skilled at simplifying complex concepts for clients. Organized, resourceful, and comfortable in a fast-paced environment, you are proficient in Excel and PowerPoint, eager to learn new digital tools, and capable of supporting clients in structuring ESG and emissions data (Scope 1, 2, and 3) using ESGpedia’s platform.
Why Join Us?
Be a Force for Good: Your work here doesn’t just tick boxes—it drives meaningful, measurable change for businesses, industries, and communities striving to build a more sustainable future.
Freedom to Own It: We hire capable, driven people and we trust them. You’ll have the autonomy to take charge of your work, backed by a culture that values results over red tape.
Think Big, Act Together: Collaboration fuels us. You’ll work with sharp, mission-driven teammates across disciplines—no silos, just shared goals and smart execution.
Grow Fast, Learn Always: We move quickly and expect a lot—but we invest even more in your growth. If you’re hungry to learn and ready to stretch, you’ll thrive here.
Work-Life, Reimagined: Whether you’re remote, hybrid, or somewhere in between, flexibility is real. We care about outcomes, not hours—and we build trust through accountability.
Resilience Pays Off: If you’re wired for growth, this is where the grind turns into pride.
What We Look For
Self-Starters: You don’t wait for instruction—you spot what needs doing and take initiative. We love that.
Curious Builders: You ask the right questions, dig deep, and thrive in ambiguity. You turn complex problems into elegant, real-world solutions.
Communicators Who Connect: Whether you’re writing a report or leading a meeting, you convey your ideas with clarity, empathy, and purpose.
Accountable High Performers: You take ownership, deliver under pressure, and hold yourself to a high standard—even when no one’s watching.
Passion for Impact: You’re not just looking for a job—you want to do work that matters. Whether it’s advancing sustainability, transforming client outcomes, or innovating with tech, you’re fueled by purpose and driven to make a difference!
ESGpedia is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.
Notice
We regret to inform that only shortlisted applicants will be notified. All applications will be treated with strictest confidence.
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