Senior Specialist - Customer Success

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.

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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

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 Specialist – Customer Success, you will work as an individual contributor within the Customer Success Tech Touch team. You will engage with Wood Mackenzie’s low- to mid-value customers across various industry segments and regions, through a blend of proactive outreach and 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 Specialist – Customer Success, your role is to partner with customers to help them achieve their desired business outcomes. You will leverage a blend of proactive outreach and digital-first engagement, guided by insights from our Customer Success Platform. Your key responsibilities 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. Ideally with previous experience within the power and renewables sector.
• Ability to manage and be accountable for 1 to many books of business, with direct exposure to the EMEA Energy market.
• During onboarding, ensure that customers are adequately trained, equipped with the right tools and resources, and educated on subscribed WoodMac 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 mixture of proactive and 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