Senior Customer Success Specialist

6 months ago

Edinburgh, United Kingdom Wood Mackenzie Full time

Company Description

Wood Mackenzie is 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 and LNG, power and renewables, chemicals, metals, and 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.

**Wood Mackenzie brand video**

**Job Description**:
**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 Dedicated Accounts Customer Success Team. You will engage with Wood Mackenzie high value customers across multiple industry segments, multiple 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 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 customer-facing Customer Success Specialist, you are responsible for delivering the desired business outcomes, steered by our Customer Success Platform, in a human-led engagement model. Key responsibilities include:

- Build and maintain strong relationships within assigned high-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
- 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 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 the need for improvement in process 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

**#LI-RO3**

**Qualifications**:
**About You**
- Substantial customer-facing experience
- 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
- Knowledge of Customer Success Platforms is highly preferred
- Working knowledge of the Natural Resources industry is a desirable but not a prerequisite

**Expectations**
- A kind, open, fun, team-oriented working attitude
- Ability to adapt, take initiative, and be proactive
- A passion for innovation, growth, and a relentless dedication to making

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