SeniorFull TimeEN
Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape.
For over 50 years our work has guided the decisions of the world’s most influential energy producers, utilities companies, financial institutions and governments.
Now, with the world’s energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That’s why we’ve redefined what’s possible with Intelligence Connected.
By fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, we deliver a clear, interconnected view of the entire value chain. Our trusted team of 2,700 experts across 30 countries breaks siloes and connects industries, markets and regions across the globe.
This empowers our customers to identify risk sooner, spot opportunities faster and recalibrate strategy with confidence – whether planning days, weeks, months or decades ahead.
Wood Mackenzie
Intelligence Connected
Wood Mackenzie Values
Role Purpose:
The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth through quality Customer Experience (CX). Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the CX strategy or enable the division's success.
Customer Success team within the CO is responsible for the complete post-sale success and satisfaction of Wood Mackenzie customers. CS team plays a crucial role in the entire customer lifecycle and proactively helps customers drive value from their subscription. Leveraging account health scores and VoC, the CS team members create effective strategies for deriving actionable insights to measure and improve customer retention and satisfaction. If you are passionate about maximizing impact and creating exceptional experience for every customer, join us!
As a Lead Customer Success Specialist, you will work as an individual contributor within the High Touch Customer Success Team. You will engage with Wood Mackenzie high value customers across specific industry segments, specific regions and deliver tailored success programs to help your customers discover the full potential of Wood Mackenzie.
You will work in close collaboration with the wider business, with the goal of streamlining and structuring the customer journey more efficiently for maximum impact and value. 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:
In this customer facing role, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model. Key responsibilities include:
Build & maintain strong relationships within assigned high value customer accounts across MENA region, and continually delight them with a positive, customer centric attitude.
Work collaboratively with customers to ensure that they are finding value in our products and services. Develop & demonstrate clear understanding of the customer’s goals, needs, expectations and preferences continuously.
During onboarding, ensure that customers are properly trained, equipped with the right tools & resources, and educated on subscribed WM products; to optimize product usage and to minimize their adoption time. Ensure 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. Also, coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals.
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
Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified, drive risk mitigation measures.
Be a customer advocate, capturing & delivering customer feedback, to respective teams and identifying opportunities for improvements.
Be the voice of the customers in the company, providing the suitable balance between the customer’s requests and the company’s vision.
Identify, measure, track and communicate important insights via quarterly business reviews (QBRs) that your customers and AMs can use to assess their outcomes and influence the other responsibilities.
Be commercially minded and work in proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension.
Identify need for improvement in process and work collaboratively across teams to effect this.
Develop and share best practices with team members to continually improve quality, effectiveness, and efficiency of our processes. Coach team members on customer success best practices.
About You:
You will have:
Significant customer facing experience
Working knowledge of the Energy industry is preferred
Experience in using health metrics to drive customer success with proven measurable outcomes is required
Passion for innovation, growth, and a relentless dedication to making customers successful
Strong communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to the customer needs/requirements
Advance presentation experience is required, ability to create data-driven insights by analysing usage data sets for customers and presenting during Quarterly Business Reviews
Exceptional organizational, coaching and time management skills
Strong learner with curious mind
Advance-level understanding of customer journeys to anticipate problems and solving them proactively
Ability to prioritise work and tasks effectively to achieve best customer outcomes
Excellent English, other language skills are a plus
High levels of adaptability, initiative, and pro-activeness
A kind, open, fun, team-oriented working attitude
Cultural awareness and appreciation for diversity
Experience working with Microsoft applications and Customer Success Platforms is highly preferred.
Intermediate knowledge of salesforce.com
Expectations:
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.
Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.
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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.
