Lead Specialist Customer Success

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 Brand Video

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

Wood Mackenzie provides the data that transforms the way we power the planet across every part of the energy and materials transition. Wood Mackenzie is the worlds most trusted partner for informed energy & natural resources solutions.

Our customers rely on our solutions to support decisions ensuring the global economy continues to be powered by accessible reliable and sustainable energy & natural resources.

Together we inspire and innovate the markets we serve providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources.

About the Role

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!

Dedicated - As a Senior Customer Success Manager you will work as an individual contributor within the Dedicated Accounts Customer Success Team. You will engage with Wood Mackenzie high/ mid value customers across specific/ multiple industry segments specific/ multiple 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

As a customer facing CSM you are responsible to deliver the desired business outcomes steered by our Customer Success Platform in a human led engagement model. Key responsibilities include:

• Build & maintain strong relationships within assigned customer accounts 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 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.

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

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

You will have:

• Basic customer facing experience

• Working knowledge of the Energy industry is a desirable

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

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

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

• Good organizational presentation and time management skills

• Strong learner with curious mind

• Basic 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

• Ability to adapt take initiatives and pro-activeness

• A kind open fun team-oriented working attitude

• Cultural awareness and appreciation for diversity

• Experience working with Microsoft applications (Basic Excel skills are required for this role) and Customer Success Platforms is preferred.

• Basic knowledge of

What youll love about us

Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belonging.

Wood Mackenzie values everyones contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being.

Our core values are:

• Respect for the Individual

• Integrity

• Passion

• Persistence

• Confidence with humility

• Excellence

• Teamwork

We understand the importance of bringing your whole self to work and to achieving balance between work family and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum of talent to contribute to Wood Mackenzies success.

Hear what our team has to say about working with us: 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.