Lead Specialist

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 Brand Video**

**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

**About the Role**

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.

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. If you are passionate about maximizing impact and creating exceptional experience for every customer, join us

**Mid-Low Touch** - As a Lead Customer Success Manager, you will work as an individual contributor within the Americas Customer Success team leveraging the Low and Mid touch engagement framework. 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.

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**

As a customer facing CSM, 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 (low/ 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. 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.
- 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.
- 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 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 and ho