Senior 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.
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
Do you have experience in Customer Success and are based close to Edinburgh? If you are passionate about maximizing impact and creating exceptional experience for every customer, we'd love to hear from you!
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).
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. 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.
Main Responsibilities
As a Senior Specialist - Customer Success, 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 (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 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.
- 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, learn and share best customer success practices with team members to continually improve quality, effectiveness, and efficiency of our processes.
About you
Essential:
- 3-5 years experience in a B2B Customer Success role
- Passion for innovation, growth, and a relentless dedication to making customers successful
- Basic understanding of customer journeys to anticipate problems and solving them proactively
Desirable:
- Working knowledge of the Energy industry is a desirable
- 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
- Ability to prioritise work and tasks effectively to achieve best customer outcomes
- Ability to adapt, take initiatives, and pro-activeness
- A kind, open, fun, team-oriented working attitude
- Basic knowledge of salesforce.com
Expectations
- This role is Hybrid and expected to be in the Edinburgh office 2-3 days per week
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.