Senior Specialist Retention

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.

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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 retention specialist will be focused on increasing retention among smaller customers. The specialist will work closely with the retention manager as well as the customer success team to plan and execute renewal activities to reduce customer churn by utilising a customer success platform. This role will interact directly with our customers to learn about their problems how we can enhance our products or services and how we can keep their business. It is essential for this role to work closely with other sales teams to identify upsell and cross-sell opportunities and develop and execute a smooth handover process with those teams.

This role reports to the Retention Manager and will be part of Wood Mackenzies Customer Organization and work closely with Customer Success Managers Support team and Sales.

If this sounds like you and youre looking to take your career to the next level in a role focused on retention cross-sell and upsell wed love to hear from you!

Main Responsibilities

• Develop a deep understanding of the value our solutions provide the sectors they operate in and the customers buying cycles.

• Collaborate with the Retention Manager to plan and implement effective customer retention strategies.

• Manage the end-to-end renewal process including initiating renewal activities 90 days prior to contract expiry.

• Monitor upcoming contract expirations engage with customers to facilitate timely renewals and ensure continuity of service.

• Analyse customer feedback to identify improvement areas and implement initiatives that strengthen customer retention.

• Provide superior customer service to ensure satisfaction loyalty and long-term engagement.

• Build and maintain strong professional relationships with customers to drive repeat business opportunities.

• Communicate new product offerings and benefits to customers identify cross-sell and upsell opportunities and collaborate with the Sales team for seamless handovers of high-growth accounts.

• Conduct customer negotiations with a focus on achieving balanced outcomes for both the customer and the business.

• Consistently meet or exceed monthly performance targets related to renewal rates revenue maximization and reduction of churn cancellations and backlog.

• Develop and manage the customer offboarding process including exit interviews to identify key drivers of churn and recommend corrective actions.

• Partner with Product and cross-functional teams to share customer insights support roadmap planning and gather competitive intelligence.

• Effective client engagement and understanding of critical client business growth potential and how the Wood Mackenzie suite of products supports the clients growth.

• Effective teamwork with the broader organization to include marketing training client services research and consulting.

• Effectively manage the business pipeline to ensure accurate salesforce forecasting.

About You

You will:

• Experience in an Account Management role in b2b sales of either data or SaaS based solutions.

• Have experience of value-based selling and developing a deep understanding of customer workflows and needs.

• Ability to develop relationships from a C-suite level down to end users and work with clients who have complex and often global organization structures.

• Demonstrate a developing understanding of planning and executing a long-term commercial strategy.

• Have a proven track record in collaborating with different internal teams in order to achieve commercial success.

• Demonstrates a strong customer-first mindset and excellent customer support skills.

• Possesses robust problem-solving and sound decision-making capabilities.

• Exhibits confidence professionalism and a strong work ethic with a consistently positive attitude.

• Quick to learn adaptable and attentive to detail in all aspects of work.

• Be passionate about growing the business and have a genuine interest in developing and growing themselves.

• Have an intellectual curiosity and aptitude towards the growing fields of data and data analytics and how these tools help clients solve business critical issues.

• Show effective organizational and planning skills with the ability to manage own workload effectively.

Expectations

• At Wood Mackenzie we set high expectations for ourselves and our people when it comes to behaviour and capabilities as we believe it builds a culture where everyone can thrive and have real impact.

• • Act with integrity- behaving ethically morally and in line with our values.

  • Collaborate across boundaries- forge impactful relationships beyond our immediate team.

  • Ownership & accountability- delivering on our commitments and owning the outcome.

  • Change agility- maintaining high performance through disruption and change.

  • Inspiring excellence- motivating others to deliver exceptional results.

  • Building talent- facilitating career and personal growth.

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• 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.

• The nature of this role precludes it from consideration for part-time or flexible working arrangements.

• 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

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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.