Senior Customer Success Specialist

Company Description

Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making.

Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.

We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve – providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world’s transition to a more sustainable future.

WoodMac.com

Wood Mackenzie brand video

Job Description

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 Low Touch team. You will engage with Wood Mackenzie’s mid-value customers across multiple industry segments and regions and in a mostly 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 the desired business outcomes, maximsing a digitally-led (Low Touch) engagement model steered by our Customer Success Platform. Key responsibilities include: 

• Build and maintain strong relationships within assigned mid-value customer accounts, 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 a clear understanding of the customer’s goals, needs, expectations, and preferences continuously
• 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. Help customers 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. 
• 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  
• Identify, measure, track, and communicate important insights via quarterly business reviews (QBRs) that your customers and Account Managers can use to assess their outcomes and influence the other responsibilities  
• 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  

Qualifications

About You

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