Lead Specialist - Customer Success

About the Role

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 and regions to deliver tailored success programs.

Responsibilities

• Build & maintain strong relationships within assigned customer accounts with a customer-centric attitude
• Work collaboratively with customers to ensure they find value in products and services, understanding their goals, needs, and preferences
• During onboarding, ensure customers are properly trained and equipped to optimize product usage and minimize adoption time
• Monitor and report customer health, develop improvement plans, and identify risks/issues that may prevent customer success

This role helps customers identify risk sooner, spot opportunities faster, and recalibrate strategy with confidence by ensuring they derive maximum value from Wood Mackenzie's analytics and insights across the energy and natural resources landscape.

• Basic customer facing experience
• Working knowledge of the Energy industry is desirable
• Experience using health metrics to drive customer success with proven measurable outcomes is preferred
• Good communication and interpersonal skills with ability to listen, influence, and relate to customer needs
• Good organizational, presentation and time management skills
• Basic understanding of customer journeys to anticipate and solve problems proactively
• Experience working with Microsoft applications (Basic Excel skills required) and Customer Success Platforms preferred
• Basic knowledge of salesforce.com

No specific compensation, perks, or culture highlights mentioned in the job description beyond organizational values.

Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape, guiding decisions of the world's most influential energy producers, utilities companies, financial institutions and governments for over 50 years.