Client Support & Implementation Specialist

About Risilience

Risilience is on a mission to help businesses manage their exposure and response to climate change, one of the biggest systemic threats facing the planet today. We also address nature risk, providing a holistic view of environmental challenges. Our unique SaaS modelling and analytics platform enables our blue-chip client base to assess climate and nature-related compliance analytics, navigate their pathway to Net Zero, and perform scientifically based cost-benefit comparisons of emission reduction strategies.

Role Overview

The Professional Services team serves as the face of the organization to our growing client base.

In this role, your primary mission is to own, operate, and build our Client Support function. You will not only resolve client issues but also act as the architect of our support infrastructure. You will work with the Head of Professional Services and the Professional Services team to design processes, select tools, and shape a support function that can scale with the business.

This is a role with high visibility, variety, and impact. It offers the chance to build a central function of the company while maintaining deep technical engagement with our products and clients.

Key Responsibilities

1. Owning & Scaling Client Support

• Own the Function: Take full ownership of the support queue, ensuring client issues are resolved clearly, efficiently, and with a high standard of care.
• Build for Scale: Design and implement scalable support processes and workflows. Identify opportunities to introduce cutting-edge tools (including AI) to improve speed and quality.
• Knowledge Architecture: Build and maintain a practical, well-organized knowledge base to reduce ticket volume and empower clients to self-serve.
• Metrics & Reporting: Track and interpret support metrics to highlight what is working, identify trends, and report on the health of the support function to leadership.
• Cross-Functional Collaboration: Work with Client Success, Implementation, and Product teams to address recurring issues, acting as the voice of the customer to inform product stability and enhancements.

2. Project Delivery & Implementation

• Configuration & Customization: Collaborate with stakeholders to initially configure the platform, ensuring Risilience models are accurately parameterized to reflect specific business risks.
• Data Management: Facilitate complete and accurate client data gathering for input into the platform and provide quality control on modelling results.
• Client Training: Develop and deliver effective client workshops and training sessions to guide and empower clients to utilize Risilience solutions.
• Project Execution: Execute project plans with revisions as necessary to meet changing needs and requirements during the onboarding phase.

Skills & Qualifications

Essential

• Process Builder: Someone who enjoys improving systems and helping build better processes, not just following existing ones.
• Client Experience: Experience interacting with customers (businesses, governments, or society) in a support or client services capacity.
• Problem Solving: A technically oriented self-starter with a natural aptitude for problem-solving and data interpretation.
• Communication: Excellent interpersonal, written, and verbal skills, with the ability to communicate complex topics to technical and non-technical audiences.
• Project Skills: Experience leading projects with good time-management and organizational skills.
• Education: Educated to at least an undergraduate degree level or equivalent professional experience.

Desirable

• Industry Knowledge: An understanding of the current sustainability regulatory landscape (e.g., TCFD, IFRS, and CSRD) or experience in climate change, nature risk, economics, or risk.
• SaaS Experience: Experience working with clients as part of a consulting or SaaS technology organization.
• Support Tech: Familiarity with support tools such as Zendesk, HubSpot, or Salesforce.

What We Offer

• A Builders Role: A rare chance to help build a central function of the company as the business grows and scales
• Impact: A valued role where the quality of support you deliver will have both visibility and impact on client retention and satisfaction.
• Benefits: Annual bonus, pension scheme, flexible working, and a commitment to staff diversity.

Diversity and Inclusion

Risilience is committed to a proactive approach to equality, which supports and encourages all under-represented groups. No applicant will be treated less favorably on the grounds of sex, marital status, race, disability, sexual orientation, religion, age, or socio-economic factors. We welcome applications from individuals with disabilities and will make reasonable adjustments to the recruitment process and employment environment.