Hybrid Senior Specialist - Customer Success at WoodMac

Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 experts, operating across 30 global locations, are enabling customers’ decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.

WoodMac.com

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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

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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.

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  

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.