Customer Success Manager

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.

• 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

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.

The 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. 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 High Touch Customer Success Team. You will engage with Wood Mackenzie high value customers across specific industry segments, specific regions and deliver tailored success programmes 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 for delivering the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model. Key responsibilities include:

• Build & maintain strong relationships within assigned high 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.
• 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.
• 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.
• 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.

About You

You will have:

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

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.

Why work here?

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

About Us

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.

Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.