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 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 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

About the Role

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 Lead Customer Success Manager, you will work as an individual contributor within the Customer Success Team, engaging with Wood Mackenzie's customers across various industry segments and regions. Depending on your focus area, you will support high-value strategic accounts, high- to mid-value dedicated accounts, or mid-value low-touch accounts. Your role will involve delivering tailored success programs that help customers maximize the full potential of Wood Mackenzie's offerings.

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 and digitally led engagement model. Key responsibilities include:

• Build & maintain strong relationships within assigned (high/ mid-value) 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 & demonstrate clear understanding of the customer’s 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 customer’s requests and the company’s 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 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 and how you can excel in the role

You will have:

• Minimum 5-year experience in Customer Success or similar functions 

• Significant customer facing experience as a professional engaging senior executive of F1000 companies

• Working knowledge of the Energy, Oil & gas, or Natural resources industries is a preferred

• 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 during Quarterly Business Reviews

• 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 (eg: Mandarin) are a plus as this role requires you to liaise with customers based in Asia Pacific

• 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 (Intermediate Excel skills are required for this role) and Customer Success Platforms (eg: Gainsight) is preferred. 

• Intermediate knowledge of salesforce.com

What you’ll 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 everyone’s contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being.

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 Mackenzie's success.

Hear what our team has to say about working with us: https://www.woodmac.com/careers/our-people/

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.