Client Services Associate (US Remote)

Summary

Climate Impact Partners helps organizations take ambitious climate action through carbon market solutions, including carbon credits and energy attribute certificates. The Client Services Associate will manage a portfolio of client relationships from onboarding through ongoing engagement and renewal support, handle client queries and reporting, and help build the company’s Client Services function.

Responsibilities

• 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

Skills

• • Bachelor's degree in a relevant field, or equivalent professional experience
• • Experience in a client-facing role, such as customer success or client services, where direct client communication was a core part of the job
• • Ability to manage client relationships and defined processes independently, without day-to-day oversight of every output
• • Experience working cross-functionally, navigating internal teams to resolve client needs efficiently
• • A clear understanding of the boundary between client services and commercial ownership, and the confidence to work independently within that scope
• • A genuine interest in sustainability, climate or environmental markets
• • Clear Communication: Excellent written and verbal communication skills, with the ability to send client communications independently and to a consistently high standard
• • Relationship Building: A confident, warm and professional manner, with the ability to represent Climate Impact Partners credibly and build trusted relationships with clients and colleagues
• • Judgment and Problem-Solving: Ability to resolve client queries independently, recognise when a matter has a commercial dimension, and route it promptly to the right person
• • Attention to Detail: Strong process ownership and accuracy, particularly in retirement and fulfilment communications where precision is critical
• • Organisation: Ability to manage multiple accounts and concurrent workstreams without losing track of deadlines or quality
• • Proactive and Collaborative: A self-directed working style, combined with a willingness to contribute to shared processes, templates and standards as the team develops
• • Adaptability: Comfortable with ambiguity and energised by the opportunity to help define how a new function works in practice
• • Alignment with company values of ambition, integrity, innovation, and service, with a demonstrated commitment to leveraging your role to drive positive impact and meaningful change
• • Sustainability and Climate Knowledge: Familiarity with voluntary carbon markets, energy attribute certificates or related environmental products, or broader ESG and sustainability reporting frameworks
• • CRM and Client Platforms: Familiarity with Salesforce or an equivalent CRM, and with client-facing platforms
• • Sector Experience: Experience in a customer success or client services function within professional services, sustainability or a similarly complex product environment
• • Building 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 scale

Qualifications

Must Haves

• • Bachelor's degree in a relevant field, or equivalent professional experience
• • Experience in a client-facing role, such as customer success or client services, where direct client communication was a core part of the job
• • Ability to manage client relationships and defined processes independently, without day-to-day oversight of every output
• • Experience working cross-functionally, navigating internal teams to resolve client needs efficiently
• • A clear understanding of the boundary between client services and commercial ownership, and the confidence to work independently within that scope
• • A genuine interest in sustainability, climate or environmental markets
• • Clear Communication: Excellent written and verbal communication skills, with the ability to send client communications independently and to a consistently high standard
• • Relationship Building: A confident, warm and professional manner, with the ability to represent Climate Impact Partners credibly and build trusted relationships with clients and colleagues
• • Judgment and Problem-Solving: Ability to resolve client queries independently, recognise when a matter has a commercial dimension, and route it promptly to the right person
• • Attention to Detail: Strong process ownership and accuracy, particularly in retirement and fulfilment communications where precision is critical
• • Organisation: Ability to manage multiple accounts and concurrent workstreams without losing track of deadlines or quality
• • Proactive and Collaborative: A self-directed working style, combined with a willingness to contribute to shared processes, templates and standards as the team develops
• • Adaptability: Comfortable with ambiguity and energised by the opportunity to help define how a new function works in practice
• • Alignment with company values of ambition, integrity, innovation, and service, with a demonstrated commitment to leveraging your role to drive positive impact and meaningful change

Nice to Haves

• • Sustainability and Climate Knowledge: Familiarity with voluntary carbon markets, energy attribute certificates or related environmental products, or broader ESG and sustainability reporting frameworks
• • CRM and Client Platforms: Familiarity with Salesforce or an equivalent CRM, and with client-facing platforms
• • Sector Experience: Experience in a customer success or client services function within professional services, sustainability or a similarly complex product environment
• • Building 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 scale

Benefits

• 20 days paid time off
• Remote Working
• Enhanced parental leave
• Bonus scheme, subject to company and individual performance
• Medical Insurance
• Vision and/or Dental Benefits
• Adoption Assistance Program
• Flexible Spending Account
• Health Savings Account
• Basic Term life Insurance (up to 1 x salary)
• Other Voluntary Insurances
• Access to perks and discounts such as gym memberships, nutrition coaching, childcare, pet health insurance
• 24/7 Well-being and Support Helplines
• 401k plan with investment options
• LinkedIn Learning License & Professional Training Budgets
• Summer Fridays (start your weekend early if you've finished everything on your to-do list)
• Working from Abroad (up to 4 weeks a year)
• Global Volunteering Day
• Benefits provided by Insperity