Lead Specialist Customer Success

Wood Mackenzie is the global leader in analytics insights and proprietary data across the entire energy and natural resources landscape.

For over 50 years our work has guided the decisions of the worlds most influential energy producers utilities companies financial institutions and governments.

Now with the worlds energy system more complex and interconnected than ever before sector-specific views are no longer enough. Thats why weve redefined whats possible with Intelligence Connected.

By fusing our unparalleled proprietary data with the sharpest analytical minds all supercharged by Synoptic AI we deliver a clear interconnected view of the entire value chain. Our trusted team of 2700 experts across 30 countries breaks siloes and connects industries markets and regions across the globe.

This empowers our customers to identify risk sooner spot opportunities faster and recalibrate strategy with confidence whether planning days weeks months or decades ahead.

Wood Mackenzie
Intelligence Connected

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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 subscription revenue & supporting the companys growth through quality Customer Experience (CX). Each team under the CO umbrella has a key function whether its to embed products deliver satisfaction deliver agreed customer outcomes or internally define the CX strategy or enable the divisions success.

Customer Success team within the CO is responsible for the complete post-sale success and satisfaction of Wood Mackenzie customers. CS team plays a crucial role in the entire customer lifecycle and proactively helps customers drive value from their subscription. Leveraging account health scores and VoC the CS team members create effective strategies 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!

As a Lead Customer Success Specialist you will work as an individual contributor within the High Touch Customer Success Team. You will engage with Wood Mackenzie high value customers across specific industry segments specific 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 with the goal of streamlining and structuring the customer journey more efficiently for maximum impact and value. 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:

In this customer facing role you are responsible to deliver the desired business outcomes steered by our Customer Success Platform in a human led and digitally enabled model. Key responsibilities include:

• Build & maintain strong relationships within assigned high value customer accounts across MENA region 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 & demonstrate clear understanding of the customers goals needs expectations and preferences continuously.

• During onboarding ensure that customers are properly trained equipped with the right tools & resources and educated on subscribed WM products; to optimize product usage and to minimize their adoption time. Ensure 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. Also coach customers to adopt relevant practices and 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 drive risk mitigation measures.

• Be a customer advocate capturing & delivering customer feedback to respective teams and identifying opportunities for improvements.

• Be the voice of the customers in the company providing the suitable balance between the customers requests and the companys 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 need for improvement in process and work collaboratively across teams to effect this.

• Develop and share best practices with team members to continually improve quality effectiveness and efficiency of our processes. Coach team members on customer success best practices.

About You:

You will have:

• Significant customer facing experience

• Working knowledge of the Energy industry is preferred

• Experience in using health metrics to drive customer success with proven measurable outcomes is required

• Passion for innovation growth and a relentless dedication to making customers successful

• Strong communication and interpersonal skills with the ability to effectively listen influence and relate compassionately to the customer needs/requirements

• Advance presentation experience is required ability to create data-driven insights by analysing usage data sets for customers and presenting during Quarterly Business Reviews

• Exceptional organizational coaching and time management skills

• Strong learner with curious mind

• Advance-level understanding of customer journeys to anticipate problems and solving them proactively

• Ability to prioritise work and tasks effectively to achieve best customer outcomes

• Excellent English other language skills are a plus

• High levels of adaptability initiative and pro-activeness

• A kind open fun team-oriented working attitude

• Cultural awareness and appreciation for diversity

• Experience working with Microsoft applications and Customer Success Platforms is highly preferred.

• Intermediate knowledge of

Expectations:

• We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment but this may be subject to change in the future.

• Due to the global nature of the team a degree of flexible working will be required to accommodate different time zones.

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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

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.