Planet FWD is the leading carbon management platform for consumer companies to tackle climate change. Leveraging the largest LCA database for agricultural production systems in North America, the company helps brands to measure, reduce, and offset their carbon emissions. Planet FWD's core technology has robust Scope 3 emissions modeling capabilities, making them the best solution in the market for consumer brands where more than 85% of emissions come from the supply chain.
We believe that together we have the power to tackle climate change. You’ll have the opportunity to build relationships with our small and highly passionate team. When working remotely, we have a daily team check-in and biweekly happy half hour where we celebrate team members for embodying our core values in their work. Our core values are: grace, integrity, equity, courage, commitment, clarity, judgment, and catalytic creativity. A summary of our company culture can be found here.

About you

Planet FWD is looking for a Customer Engagement Manager with exceptional service and project management skills, experience in CPG, and a passion for building a just and regenerative future. In this role, you’ll work directly with customers and the Planet FWD team to ensure customers leverage our technology to take climate action. You are seeking a challenging and significant role in a fast-paced start-up environment where you’ll help shape the company and contribute meaningfully to the mitigation of climate change.

What You’ll Do

Ensure Planet FWD customers have a seamless customer experience

• Guide customers through onboarding and taking climate action (emissions reductions, carbon neutrality, net zero planning)
• Manage execution of any customer needs outside of the software platform, including data quality review and custom reporting. Coordinate with Sales, Product, Science, and Sustainability teams to deliver customer needs.
• Serve as a trusted advisor for customers - grow an authentic relationship, know their business and their needs, help identify opportunities to work with Planet FWD to improve operations and messaging.

Work cross-functionally with Product and other teams to identify opportunities and improvements to the product and customer experience

• Become a Planet FWD product expert, capture customer product opportunities and challenges, work with the product team to prototype and test new features
• Coordinate with Marketing, LCA, and Sustainability experts for content development and recommendations that support customer goals
• Identify opportunities for process improvement - refine customer communications and templates with internal teams

Support sales and marketing in understanding customer needs and opportunities

• Support sales team in detailing customer data needs, process, expectations, timelines etc. as needed
• Partner with sales team on customer renewal, retention, and expansion programs
• Assist in crafting messaging for target customer segments based on experience with customer segment needs

Stay updated on climate and industry news, including regulatory changes, advocacy movements, and climate actions from prominent brands and companies.

What You’ll Bring

• 3+ years customer-facing experience, with specific experience in one or more of the areas listed below
• Excellent written and verbal communication skills, able to communicate with clarity, confidence and empathy. Organized and thoughtful in written communications.
• Strong project management skills, able to balance multiple customer and project needs at once, with process-orientation and high attention to detail
• Problem-solving mindset with a test-and-learn approach to quickly and continually adapt to changing needs and processes
• Alignment with our company values and ability to communicate in harmony with these principles

Preferred Experience

Experience/education in one or more of the following:

• B2B SaaS products
• Direct experience in CPG or supporting large CPG brands
• Direct experience in food service management (operations, menu creation, marketing)
• Sustainability management, environmental science, climate action
• Management consulting

A job description is never the full story, if there's more to add please include details in your application and let’s have a conversation.

Planet FWD is an Equal Opportunity Employer (EOE). We are passionate about creating a more inclusive tech ecosystem. We strongly encourage applications from qualified applicants and members of underrepresented groups. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.