Job description

Position: Customer Success Specialist

Location: Global, Remote

Date: August 2022

Proof of Impact background

Proof of Impact (POI) is a data intelligence platform that enables the real time collection and analysis of ESG and impact data. We believe that companies who prioritize transparent, continual ESG and impact measurement will financially outperform the market and achieve better outcomes for our planet and its inhabitants. Our mission is to develop the technological innovations needed to make investing in and actively improving impact tangible and value-enhancing. We aim to provide investors with the ability to obtain a comprehensive view of companies’ past and predicted performance for continuous and dynamic ESG and impact improvement. For more about POI, see our website https://www.proofofimpact.com.

The position

POI is looking for an eager, mission-driven, and detail-oriented individual to help build the next generation of ESG and impact data intelligence technology. This individual will support POI’s Customer Success Managers (CSMs) in servicing our investor and enterprise clients, while continually identifying areas for streamlining and automation with our customer success, product, and development teams.

Your role in creating a better world

You will execute the following specific tasks with precision, efficiency, and attention to detail:

• Build client assessments for data collection and dashboards for data visualization/analysis, leveraging POI’s internal metric catalogs and adapting to product changes over time. Adaptability to change and learning new processes is a must for this position.
• Support CSMs in research, analysis, and completion of client deliverables. This may include developing client proposals, creating client action plans to improve ESG and impact performance, or drafting survey questions for data collection.
• Lead the process of conducting rigorous data quality assurance (QA) reviews of client dashboards. This will include conducting in-depth reasonableness and QA checks with high attention to detail, and coordinating issue resolution directly with POI’s data team.
• Develop and implement a system of ongoing data QA checks to ensure accuracy of routine data pipeline/dashboard updates, in coordination with POI’s data team.
• Resolve customer technical issues with high level of responsiveness, rapidly bring platform issues to product teams, and manage resolution and communications with client.
• Attend high-priority client meetings with CSMs as needed to gather customer feedback and convert into actionable insights and next steps. Top notch internal and external communication skills are a must with the ability to communicate with clarity across cultures and continents.
• Stay up-to-date on the latest trends and innovations in the ESG and impact technology space, and periodically develop or contribute to content creation (e.g., client case studies) in collaboration with POI’s sales and marketing teams.
• 1-2+ years of experience is preferred, but we will consider individuals with other qualifications and relevant experience.

Key team success measures

• Client retention rate in line with current B2B SaaS benchmarks.
• High client satisfaction and Net Promoter Scores in line with current B2B SaaS benchmarks.
• Demonstrated success over time in expanding contracts to generate higher client contract values.
• Client engagement in using the platform internally (i.e., high login and usage rates) and externally (i.e., high number of shares and external users invited).
• This individual will report to the Head of Customer Success.

Why you will love it

• You will have the ability to enact a clear and measurable positive change in the world by supporting and proliferating impact- and data-driven decision making globally.
• You will operate on the global stage. We are partnered with major international players in the impact investing space, where together we are championing the UN Sustainable Development Goals and 30+ other global frameworks for investors and enterprises alike.
• You will have autonomy and creative freedom to utilize your expertise and grow your career. This position has high potential for rapid advancement into more senior roles.
• High degree of independence in your work, balanced with the need for a highly collaborative and flexible hybrid/remote work environment.
• As part of a tight-knit team, you will play a key role in building a highly efficient, collaborative, inclusive, and impact-oriented company culture.

The opportunity

• As part of the position, you will have the opportunity to innovate on cutting edge Impact Tech that will make measurable progress towards the world’s toughest health, environmental, and social problems.
• Participate alongside a global team of passionate changemakers.
• Work with a fast-paced Silicon Valley venture-backed startup.
• Build cross-functional technical and product skills and experience.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Proof of Impact we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Work from home

Schedule:

• Monday to Friday

Application Question(s):

• Why do you want to work at Proof of Impact versus any other ESG or impact data company?
• Would you describe yourself more as a highly motivated and disciplined go-getter, or an outside-the-box creative visionary? Why?
• Where do you see yourself in five years?

Work Location: Remote

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