Senior Specialist - Customer Success Gainsight Experience
Senior Specialist - Customer Success Gainsight Experience
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Job Description
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 everchanging world companies and governments need reliable and actionable insight to lead the transition to a sustainable future. Thats why we cover the entire supply chain with unparalleled breadth and depth backed by over 50 years experience. Our team of over 2400 experts operating across 30 global locations are enabling customers decisions through realtime 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.
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). TheCustomer 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 Tech Touch team. You will engage with Wood Mackenzies lowmid value customers across multiple industry segments and regions and in a digitallyled 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 desired business outcomes using a fully digitallyled (Tech Touch) engagement model steered by our Customer Success Platform. Key responsibilities of your role will include:
Have a highlevel understanding of your customers industry and be able to articulate how our solutions can bring value and insights to positively impact their organizations decision making.
Ability to manage and be accountable for a global 1 to many book of business
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 longterm success and growth
Collaborate with internal teams to facilitate early increased adoption and maximum product usage. Through a 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 highquality 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 customers requests and the companys 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 to continually improve the quality effectiveness and efficiency of our processes
About You:
Minimum 23 years experience in a Customer Success Manager role or equivalent.
Fluent in written and verbal English.
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
Experience working with Microsoft applications basic to intermediate Excel skills are required for this role
Strong knowledge of Customer Success Platforms is highly preferred (Gainsight)
Strong level of knowledge of
Understand the Digital Customer Journey process and all the key touch points including building of a proactive digital communication strategy
Data Analysis and visualisation you enjoy digging into data and finding important indicators of performance health/status
Ability to work autonomously and problem solve thoroughly investigate issues before escalation
Strong initiative and drive to innovate
Identify customer adoption challenges CSAT risks and other indicators of churn risk
Working knowledge of the Natural Resources industry is a desirable but not a prerequisite.
Expectations:
Ability to adapt take initiative and be proactiveand resourceful
A passion for innovation growth and a relentless dedication to making customers successful
Good organizational presentation and time management skills
Good communication and interpersonal skills with the ability to effectively listen influence and relate compassionately to the customers needs/ requirements
A strong learner with a curious mind
Strong aptitude and passion for technology and ability/desire to learn new software
Ability to prioritize work and tasks effectively to achieve the best customer outcomes
Cultural awareness and appreciation for diversity
Due to the global nature of the team a degree of flexible working will be required to accommodate different timezones.
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.
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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.
Required Experience:
Senior IC
Employment Type
Full-Time
