Technical Onboarding and Support Manager

Duration: Full-Time

Work Mode: Hybrid

About ESG Book

ESG Book powers financial markets with the insight needed for a more sustainable future.
 
By seamlessly integrating sustainability data with an advanced disclosure platform, we enable financial institutions and corporates to share and interpret mission-critical sustainability information.
 ‍
Established in 2018, ESG Book's cloud-based solutions are trusted by the world’s largest banks, corporates, investors, and consultants to navigate the complexities of sustainability with precision and efficiency.

Headquartered in London, and with offices globally, ESG Book's clients and partners include Citi, HSBC, Accenture, Google, and Bloomberg.

The Client Enablement and Services (CES) Team

The CES team is at the heart of our client experience, ensuring seamless onboarding, providing expert technical support, and acting as a vital link between our clients and our internal Product and Technology teams.

We are seeking an experienced, operationally minded and technical Team Manager to lead, mentor, and grow our team of talented CES Analysts. The ideal candidate will be a hands-on leader with a passion for process improvement, a strong technical curiosity when it comes to troubleshooting, and a proven track record of fostering a positive, high-performance team culture. You will be responsible for the day-to-day management of the team, acting as a key escalation point for clients, and driving operational excellence across all functions.

Your Day-to-Day: Key Responsibilities

• Team Leadership & Development:

1. Manage, mentor, and develop a team of CES Analysts, fostering their professional and career growth.
2. Conduct regular performance reviews, provide constructive feedback, and manage team goals and objectives.
3. Cultivate a positive, collaborative, and results-oriented team environment.

• Operational & Process Excellence:

1. Oversee and streamline all team operations, including client onboarding, technical support queues, and data delivery schedules.
2. Identify and implement process improvements to enhance efficiency, scalability, and client satisfaction.
3. Manage the team's workflow and ticket resolution using service tools.

• Client Management & Communication:

1. Act as a senior point of contact and escalation for complex client inquiries and technical issues.
2. Lead client calls, product demonstrations, and service reviews, conveying complex concepts simply and clearly to clients.
3. Develop and maintain strong partnerships with senior management at key client accounts.

• Project & Stakeholder Management:

1. Manage the delivery and tracking of multiple client projects simultaneously, ensuring clear communication with stakeholders on progress.
2. Utilize KPIs to drive improvement in project outcomes.
3. Serve as a key link between the CES team and internal stakeholders, including Sales, Product, and Technology, to ensure alignment and effective collaboration.

• Technical Oversight & Problem-Solving:

1. Provide technical guidance to the team for troubleshooting and debugging data delivery and platform issues.
2. Ensure high standards of quality control (QC) for manual data deliveries and report generation.

• German language abilities are a plus

What You'll Bring: Requirements

• Experience: 6+ years of relevant experience in Financial Services, Technology, Consulting, or a Sustainability-focused firm, with at least 3 years in a direct people management role.

• Team Leadership: Proven experience managing direct reports, including performance management, coaching, and career development.

• Operational Acumen: A strong operational mindset with a track record of improving and streamlining processes for a service or support-oriented team. Experience with client onboarding is essential.

• Client-Facing Skills: Superior communication, presentation, and interpersonal skills with a consultative approach to understanding and solving client needs.

• Project Management: Excellent project management skills with the ability to manage multiple priorities and stakeholders in a fast-paced environment.

• Problem-Solving: Strong analytical and troubleshooting skills, with a curious and hands-on approach to investigating technical issues.

• Technical Proficiency:

1. Experience with a Service Desk ticketing system such as Jira, Zendesk, Salesforce Service Cloud
2. Basic knowledge of concepts related to Snowflake, AWS Data Exchange, Google BigQuery, or SFTP is highly beneficial.
3. Foundational knowledge of Python and SQL.
   

• Personal Attributes:

1. A self-starter who thrives in a high-intensity, multi-disciplinary global team.
2. Emotional ownership, pride in your work, and a strong team ethos.
3. Excellent organization and a keen attention to detail.
4. A positive attitude and an aptitude for learning new systems and technologies.

We are an equal opportunities employer. This belief and approach apply to all aspects of employment, including recruitment and selection, opportunities for training, development and promotion and our terms and conditions of engagement.

Why work with us?

Mission-Led Culture:

•  We’re committed to sustainability and innovation, globally and you’ll feel that in everything we do.

•  Help shape the future of sustainable finance while contributing to solutions that drive change.

 Opportunities to Grow:

• Our flat structure and dynamic growth mean there’s room for you to step up, or move into different teams, take ownership, and make a real difference.

• Be part of a dynamic team that values your personal and professional growth.

A Collaborative Environment:

• Work in a team where your voice matters

• Work alongside some of the brightest minds in the industry in an open, supportive, and diverse environment.

 Flexibility & Balance

• We empower you to achieve work-life balance with flexible schedules.

Apply Now
If you're excited to be part of a purpose-driven company that values your contributions and offers room to grow, we'd love to hear from you. Join ESG Book and help shape the future of sustainable finance - while building your own, too.