Client Services Associate (London)

Climate Impact Partners; Greater London; Hybride; GBP 36 000 - 48 000; Plein temps

Avantages offerts par ce poste

Generous Annual Leave

Hybrid working with flexible Fridays

Health & wellbeing support

Competitive salary with annual bonus

Learning & development opportunities

Résumé du poste

Climate Impact Partners is seeking a Client Services Associate to join our Go to Market team in a hands-on, client-facing capacity. You will manage a portfolio of client relationships alongside the Strategic Account Manager, focusing on onboarding, ongoing engagement, and renewals while shaping how the function operates.

The role requires a confident, professional approach with clients, precise communication, and a proactive mindset to build a new function from the ground up.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• A genuine interest in sustainability, climate or environmental markets.
• Experience in a client-facing role such as customer success or client services.
• Ability to manage client relationships and defined processes independently.
• Experience cross-functionally with internal teams to resolve client needs.
• Familiarity with voluntary carbon markets or ESG reporting is a plus.

Responsabilités

• Own a portfolio of client relationships in collaboration with the Strategic Account Manager.
• Lead onboarding communications and ensure timely completion of onboarding steps.
• Respond to inbound client queries and route commercial matters appropriately.
• Support recurring reporting requirements and client events/webinars.
• Contribute to development and refinement of Client Services processes and templates.

Connaissances

Client relationship management

Cross-functional collaboration

Excellent written communication

Independent work

Formation

Bachelor’s degree in a relevant field

Outils

Salesforce

Description du poste

• As a Client Services Associate with Climate Impact Partners, you will play a crucial role in driving climate action by making sure our clients receive consistent, high-quality support at every stage after the sale, from onboarding through ongoing engagement to renewal
• This is a newly created, client-facing role in our Go to Market team, and an exciting opportunity to help build a function from the ground up. You will own a portfolio of client relationships, working alongside our Strategic Account Management team, who lead the commercial relationship, while you focus on the day-to-day client experience. As one of the first members of the Client Services team, you will also help shape how the function works, contributing to the processes, templates and standards it will be built on
• The position requires a confident and professional manner with clients, excellent written communication, strong attention to detail, and a proactive, collaborative approach to building something new
• Acting as the named Client Services Associate for a portfolio of assigned accounts, working alongside the Strategic Account Manager, who owns the commercial relationship
• Building strong working relationships with client contacts, particularly at an operational level, and acting as a trusted and knowledgeable point of contact
• Managing client onboarding communications, drafting and sending onboarding emails from agreed templates covering Hub access, retirement language, our communications guide and other relevant materials
• Ensuring all onboarding steps are completed accurately and on time, so clients feel well looked after from day one
• Handling inbound client queries, resolving them independently where they fall within Client Services, and promptly routing commercial matters such as pricing, contract terms and renewals to the Strategic Account Manager
• Ensuring every query has a clear owner and that clients always receive a timely, professional response
• Managing carbon credit and energy attribute certificate (EAC) retirement communications for assigned accounts, including bespoke retirement requests, accurately and to deadline
• Supporting clients with recurring reporting requirements, such as annual sustainability reports and CDP submissions
• Driving client engagement by making sure key clients are invited to relevant webinars and events, and tracking and improving engagement scores across the portfolio
• Keeping Impact Rooms up to date with relevant project news, updates and materials that reflect each client’s portfolio and interests
• Maintaining accurate instrument accounts, ensuring all certificates are correct, current and accessible to clients
• Contributing to the development of the Client Services function, including refining processes, improving templates and establishing shared ways of working.

Sharing insight from client interactions to identify recurring themes, friction points and opportunities to improve our processes and systems

Benefits

• Generous Annual Leave: We offer a generous leave allowance for all global employees, so you can get quality time with your friends and family
• Work-Life Balance: We offer a supportive work-life balance with hybrid working, no standing meetings on Fridays, and the flexibility to work from anywhere for up to 4 weeks a year
• Health & Wellbeing: Your wellbeing matters to us. Whether it’s health insurance or mental health first aiders, we’ve got a range of support for our global team
• Competitive Reward Scheme: As a permanent team member, you’ll enjoy a competitive salary structure along with access to our exciting annual bonus program, rewarding your hard work and impact on our mission!
• Learning & Development: We support each employee’s growth through career development plans, internal training programs like our Carbon Academy and Leadership Forum, and financial support for professional qualifications

Requirements

Bachelor’s degree in a relevant field, or equivalent professional experienceA genuine interest in sustainability, climate or environmental marketsA clear understanding of the boundary between client services and commercial ownership, and the confidence to work independently within that scopeExperience in a client-facing role, such as customer success or client services, where direct client communication was a core part of the jobAbility to manage client relationships and defined processes independently, without day-to-day oversight of every outputExperience working cross-functionally, navigating internal teams to resolve client needs efficientlySustainability and Climate Knowledge: Familiarity with voluntary carbon markets, energy attribute certificates or related environmental products, or broader ESG and sustainability reporting frameworksSector Experience: Experience in a customer success or client services function within professional services, sustainability or a similarly complex product environmentCRM and Client Platforms: Familiarity with Salesforce or an equivalent CRM, and with client-facing platformsBuilding Client Services: Experience helping to develop or improve a customer success or client services function, or owning client communications processes such as onboarding or reporting at scaleOrganisation: Ability to manage multiple accounts and concurrent workstreams without losing track of deadlines or qualityProactive and Collaborative: A self-directed working style, combined with a willingness to contribute to shared processes, templates and standards as the team developsJudgment and Problem-Solving: Ability to resolve client queries independently, recognise when a matter has a commercial dimension, and route it promptly to the right personClear Communication: Excellent written and verbal communication skills, with the ability to send client communications independently and to a consistently high standardAttention to Detail: Strong process ownership and accuracy, particularly in retirement and fulfilment communications where precision is criticalAdaptability: Comfortable with ambiguity and energised by the opportunity to help define how a new function works in practiceRelationship Building: A confident, warm and professional manner, with the ability to represent Climate Impact Partners credibly and build trusted relationships with clients and colleagues