Senior Specialist - Customer Success

In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.

Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.

Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.

Wood Mackenzie Values

• Inclusive – we succeed together
• Trusting – we choose to trust each other
• Customer committed – we put customers at the heart of our decisions
• Future Focused – we accelerate change
• Curious – we turn knowledge into action

Role Purpose

The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscriptions and supporting revenue growth through quality Customer Experience (CX). The Customer Success (CS) team within CO plays a crucial role throughout the entire customer lifecycle, proactively helping our customers to derive maximum value from their subscription.

As a Senior Customer Success Specialist, you will work as an individual contributor within the Customer Success Tech Touch team. You will engage with Wood Mackenzie’s low-mid value customers across multiple industry segments and regions and in a digitally-led environment.

You will work in close collaboration with the wider business to constantly streamline and structure the customer journey for maximum impact and value. You will leverage account health scores and ‘Voice of the Customer’ (VoC) to derive actionable insights that improve customer retention and satisfaction. As a trusted advisor, you will ensure our customers have the products and services that best fit their immediate needs and their future use cases. 
 

Main Responsibilities

As a Senior Customer Success Specialist, you are responsible for delivering desired business outcomes, using a fully digitally-led (Tech Touch) engagement model steered by our Customer Success Platform. Key responsibilities of your role will include: 

• Have a high-level understanding of your customer's industry and be able to articulate how our solutions can bring value and insights to positively impact their organizations decision making.

• Ability to manage and be accountable for a global 1 to many book of business

• During onboarding, ensure that customers are adequately trained, equipped with the right tools and resources, and educated on subscribed WM products; to optimize product usage and minimize their adoption time. Ensure the customer is ready for a successful launch and long-term success and growth 

• Collaborate with internal teams to facilitate early increased adoption and maximum product usage. Through a digital strategy help to ensure our customers maximize their investment in the product to achieve desired outcomes

• Collaborate with internal stakeholders for the delivery of high-quality customer experience and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans

• Regularly monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified. 

• Work alongside the wider team to build out the digital strategy and supporting programmes

• Be a customer advocate, capturing and delivering customer feedback to respective teams and identifying opportunities for improvements

• Be the voice of the customers in the company, providing a suitable balance between the customer’s requests and the company’s vision

• Be commercially minded and work in proximity to the Sales/ Account Managers to position for business retention and growth, contract renewal, and service extension.

• Identify the need for improvement in processes and work collaboratively across teams to affect this

• Develop, learn, and share best Customer Success practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

About You

• Minimum 2-3 years experience in a Customer Success Manager role or equivalent.

• Fluent in written and verbal English.

• Understanding health metrics and using them to drive Customer Success with proven measurable outcomes

• Understanding customer user journeys to anticipate problems and solve them proactively 

• Experience working with Microsoft applications, basic to intermediate Excel skills are required for this role

• Strong knowledge of Customer Success Platforms is highly preferred (Gainsight)

• Strong level of knowledge of salesforce.com 

• Understand the Digital Customer Journey process and all the key touch points including building of a proactive digital communication strategy

• Data Analysis and visualisation - you enjoy digging into data and finding important indicators of performance health/status

• Ability to work autonomously and problem solve, thoroughly investigate issues before escalation

• Strong initiative and drive to innovate

• Identify customer adoption challenges, CSAT risks and other indicators of churn risk

• Working knowledge of the Natural Resources industry is a desirable but not a prerequisite

Expectations

• Ability to adapt, take initiative, and be proactive and resourceful

• A passion for innovation, growth, and a relentless dedication to making customers successful 

• Good organizational, presentation, and time management skills 

• Good communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately to the customer’s needs/ requirements

• A strong learner with a curious mind

• Strong aptitude and passion for technology and ability/desire to learn new software

• Ability to prioritize work and tasks effectively to achieve the best customer outcomes 

• Cultural awareness and appreciation for diversity

• Due to the global nature of the team, a degree of flexible working will be required to accommodate different timezones.

• We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future.

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Equal Opportunities

We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov 

If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.

Find out more at [email protected]