Senior Manager - Customer Success
Senior Manager - Customer Success
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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 an ever-changing 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 real-time 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
Were looking for a seasoned and strategic leader to guide and develop our expanding APAC team. This high-impact role sits at the heart of our customer engagement strategy where deep customer expertise meets outcomes and commercial growth.
Based in APAC youll manage and mentor a team that serves as trusted advisors to our clients helping them unlock the full value of Wood Mackenzies market-leading research and analytics. Your team will work closely with customers to understand their workflows and challenges delivering high-value engagement and tailored support that drives adoption satisfaction and commercial success.
As a leader youll coach and develop talent track performance and ensure the team is aligned to strategic goals. Youll also play a customer-facing role engaging directly with top-tier firms to elevate their experience and maximize the impact of our solutions.
This is a unique opportunity to shape the customer journey and make a direct contribution to the global energy transition while building and leading a world-class team of product specialists.
Main Responsibilities
In this leadership 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:
Drive Team Performance: Ensure the Customer Success team meets Customer Organisation (CO) targets by tracking performance measuring effectiveness and implementing continuous improvement strategies.
Manage Team Budget: Oversee travel and expenses (T&E) for your team ensuring cost-effective use of resources aligned with business priorities.
Contribute to Leadership Initiatives: Actively contribute to organisation-wide initiatives leading cross-functional projects and delivering quarterly team performance insights.
Collaborate Across Success Teams: Work in partnership with leaders from the other Customer Success teams to coordinate resource planning share best practices and align deliverables across the global function.
Build & maintain strong relationships within assigned high value customer accounts across the globe 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.
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.
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About You
You will have:
5-10 years of customer facing experience (Customer Success Sales Business Development)
5-7 years of experience in leading customer-facing teams with a proven track record of exceeding KPIs
Working knowledge of the Energy industry
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 both externally and to internal stakeholder groups
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 and PowerBI
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.
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 Manager
Employment Type
Full-Time
