Customer Success Manager

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

**Job Description**:
The Customer Success Manager (CSM) is a high-energy, strategy and growth focused customer advisor responsible for a portfolio of Wood Mackenzie accounts. In this results-driven role, you will define, develop and execute effective customer adoption and success strategies. Leveraging account health scores and VoC you will create a strategy to engage, retain and enable customers. Ultimately you are responsible for your portfolio’s growth, customer satisfaction improvement and churn reduction. 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.

**Role Focus**

This position is an individual contributor role reporting to the Dedicated Accounts Customer Success Manager. You will engage with Wood Mackenzie mid value customers across multiple industry segments, multiple regions and deliver success programs to help your customers discover the full potential of Wood Mackenzie.

**Responsibilities**

The dedicated accounts team have an average CSM to Account ratio of 1:20 and will be human led, digitally steered by our Customer Success Platform, Strikedeck. As a customer facing CSM, you are responsible to deliver the desired business outcomes in a human led, digitally led engagement model, fulfilling;
- 1. CUSTOMER ENABLEMENT_
- Equip customer with tools, resources and training to effectively utilize and optimize their subscribed WM products_
- 2. CUSTOMER ADVOCACY_
- Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience_
- 3. ALIGNMENT_
- Demonstrate clear understanding of the customer’s goals, needs, expectations and preferences continuously_
- 4. ADOPTION_
- Coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals_
- 5. INSIGHTS_
- 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_
- 6. READINESS_
- Ensure customer is ready for a successful launch and long-term success and growth_
- 7. RISK MANAGEMENT_
- Quickly mitigate risks and issues that may prevent or delay success for the customer; drive and lead risk mitigation measures_
- 8. CUSTOMER ENGAGEMENT_
- Build strong relationships (Strategic, Dedicated, Low Touch) with multiple key influencers and maintain frequent interactions_

**Qualifications**:
You will have:

- Working knowledge of the Energy industry
- 5+ years of substantial customer facing experience
- A bachelor’s degree in business or a related field is required
- 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 Strong communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to the customer needs/requirements
- Exceptional organizational, presentation, coaching and time management skills
- High-level understanding of customer journeys to anticipate problems and solving them proactively
- Ability to prioritize work and tasks effectively to achieve best customer outcomes
- Cultural awareness and appreciation for diversity
- Excellent English and Spanish language skills, other languages are a plus

Additional Information

Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors.

Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists.

Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge.

We are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion,