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 ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 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 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
Role Purpose
The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth through quality Customer Experience (CX). Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the CX strategy or enable the division's 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 Customer Success Manager, you will work as an individual contributor within the Customer Success Team. You will engage with Wood Mackenzie mid to low 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:
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Build & maintain strong relationships within assigned high and mid-value customer accounts, and continually delight them with a positive, customer centric attitude.
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Work collaboratively with customers to ensure that they are finding value in our products and services. Develop clear understanding of the customer’s goals, needs, expectations and preferences continuously.
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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.
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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.
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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.
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Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified.
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Be a customer advocate, capturing & delivering customer feedback, to respective teams and identifying opportunities for improvements.
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Be the voice of the customers in the company, providing the suitable balance between the customer’s requests and the company’s vision.
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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.
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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.
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Identify need for improvement in process and work collaboratively across teams to effect this.
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Develop, learn and share best customer success practices with team members to continually improve quality, effectiveness, and efficiency of our processes.
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About You
You will have:
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Minimum 2-year experience in Customer Success or similar functions
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Working knowledge of the Energy industry is a desirable
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Experience in using health metrics to drive customer success with proven measurable outcomes is preferred.
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Passion for innovation, growth, and a relentless dedication to making customers successful
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Good communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to the customer needs/requirements
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Good organizational, presentation and time management skills
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Strong learner with curious mind
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Basic understanding of customer journeys to anticipate problems and solving them proactively
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Ability to prioritise work and tasks effectively to achieve best customer outcomes
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Excellent English and Korean Language as this role requires you to liaise with customers based in Korea
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A proven track record of successfully servicing and managing regional accounts across dynamic markets, including but not limited to Malaysia, Australia, South Korea, and Thailand.
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Demonstrated ability to navigate cultural nuances, foster trust, and build long-term partnerships across these regions.
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Ability to adapt, take initiatives, and pro-activeness
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A kind, open, fun, team-oriented working attitude
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Cultural awareness and appreciation for diversity
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Experience working with Microsoft applications (Basic Excel skills are required for this role) and Customer Success Platforms (eg: Gainsight) is preferred.
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Knowledge of salesforce.com
Expectations
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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.
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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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This role will require 10-15% travel overseas.
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 www.eeoc.gov
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.
What We Do
In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors . Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain. Wood Mackenzie’s data and analytics empowers energy producers, governments and financial institutions to be confident in their investment decisions in the face of rapidly evolving markets. Part of the Veritas group.
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