Chief Customer Success Officer
CurrentGRESB is a mission-driven organization that provides transparent Environmental, Social, and Governance (ESG) data to financial markets and independently benchmarks global assets and funds across both real estate and infrastructure sectors, enabling the investment industry to play a central role in creating a more sustainable world. A member-based organization, GRESB is trusted by 170 institutional investors and more than 2,200 fund managers globally.Executive Board Member - in charge of Customers Operations and Impact. My position serves as a bridge connecting GRESB members, the Product and Technology teams. Namely, I oversee 4 subteams (20+ employees):- Customer success (GRESB Member Success team): building, training, and mentoring the GRESB Customer Success team, fostering their growth and expertise to support our clients and deliver services.- Partners program: fostering engagement with our GRESB Partners.- Quality Assurance: safeguarding quality for our users.- Data quality and Validation: ensuring qualitative data.- Impact and ESG: leading our own ESG practices.The Member Success team's mission is to ensure that GRESB members achieve their desired outcomes and remain satisfied with the GRESB's products and services. The Customer Success & QA team focuses on five pillars: Customer journey, Customer education, Customer insights, Customer engagement, and Customer support.Main focus on empowering the teams to bring more value to GRESB by: - Streamlining processes, automating repetitive tasks- Focusing on bringing proactive value to members - Managing the operations of revenue-generating/cost savings activities