Senior Customer Success Specialist

Role Purpose: The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscriptions and supporting revenue growth through quality Customer Experience (CX). The Customer Success (CS) team within CO plays a crucial role throughout the entire customer lifecycle, proactively helping our customers to derive maximum value from their subscription. As a Senior Customer Success Specialist, you will work as an individual contributor within the Customer Success Tech Touch team. You will engage with Wood Mackenzie's low-mid value customers across multiple industry segments and regions and in a digitally-led environment. You will work in close collaboration with the wider business to constantly streamline and structure the customer journey for maximum impact and value. You will leverage account health scores and Voice of the Customer (VoC) to derive actionable insights that improve customer retention and satisfaction. 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 Senior Customer Success Specialist, you are responsible for delivering desired business outcomes, using a fully digitally-led (Tech Touch) engagement model steered by our Customer Success Platform. Key responsibilities of your role will include: Have a high-level understanding of your customer's industry and be able to articulate how our solutions can bring value and insights to positively impact their organizations decision making. Ability to manage and be accountable for a global 1 to many book of business During onboarding, ensure that customers are adequately trained, equipped with the right tools and resources, and educated on subscribed WM products; to optimize product usage and minimize their adoption time. Ensure the 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. Through a digital strategy help to ensure our customers maximize their investment in the product to achieve desired outcomes 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 Regularly monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified. Work alongside the wider team to build out the digital strategy and supporting programmes Be a customer advocate, capturing and delivering customer feedback to respective teams and identifying opportunities for improvements Be the voice of the customers in the company, providing a suitable balance between the customer's requests and the company's vision Be commercially minded and work in proximity to the Sales/ Account Managers to position for business retention and growth, contract renewal, and service extension. Identify the need for improvement in processes and work collaboratively across teams to affect this Develop, learn, and share best Customer Success practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. About You: Minimum 2-3 years experience in a Customer Success Manager role or equivalent. Fluent in written and verbal English. Understanding health metrics and using them to drive Customer Success with proven measurable outcomes Understanding customer user journeys to anticipate problems and solve them proactively Experience working with Microsoft applications, basic to intermediate Excel skills are required for this role Strong knowledge of Customer Success Platforms is highly preferred (Gainsight) Strong level of knowledge of salesforce.com Understand the Digital Customer Journey process and all the key touch points including building of a proactive digital communication strategy Data Analysis and visualisation - you enjoy digging into data and finding important indicators of performance health/status Ability to work autonomously and problem solve, thoroughly investigate issues before escalation Strong initiative and drive to innovate Identify customer adoption challenges, CSAT risks and other indicators of churn risk Working knowledge of the Natural Resources industry is a desirable but not a prerequisite Expectations: Ability to adapt, take initiative, and be proactive and resourceful A passion for innovation, growth, and a relentless dedication to making customers successful Good organizational, presentation, and time management skills Good communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately to the customer's needs/ requirements A strong learner with a curious mind Strong aptitude and passion for technology and ability/desire to learn new software Ability to prioritize work and tasks effectively to achieve the best customer outcomes Cultural awareness and appreciation for diversity Due to the global nature of the team, a degree of flexible working will be required to accommodate different timezones. 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.

Wood Mackenzie