Senior Customer Success Specialist

Company Description

Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors.

Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists.

Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge.

We are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion, and Community Engagement initiatives. We actively support flexible working and are happy to consider alternative work patterns, taking into account your needs and the needs of the team or division that you are looking to join.

Hear what our team has to say about working with us:
We are proud to be a part of the Verisk family of companies

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do.

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We’ve been recognized by _Forbes_ as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce.

**Job Description**:
As a Senior Customer Success Specialist, you are responsible for the complete post-sale success and satisfaction of the portfolio of Wood Mackenzie high value accounts. You will play a crucial role in in the entire customer lifecycle and you will proactively help customers drive value from their subscription. Leveraging account health scores and VoC you will create a strategy 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

It’s an exciting role as you will engage with Wood Mackenzie customers across multiple industry segments, multiple regions and deliver success programs to help your customers discover the full potential of Wood Mackenzie.

**Main Responsibilities**

The Dedicated Accounts Customer Success team is human led, digitally steered by our Customer Success Platform, Strikedeck. As a customer facing Lead Customer Success Specialist, you will deliver:
Customer Enablement
- Equip customer with tools, resources and training to effectively utilize and optimize their subscribed WM products

Customer Advocacy
- Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience

Alignment
- Demonstrate clear understanding of the customer’s goals, needs, expectations and preferences continuously

Adoption
- Coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals

Insights
- 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

Readiness
- Ensure customer is ready for a successful launch and long-term success and growth

Risk Management
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