Lead Specialist

hace 2 semanas

Ciudad de México Wood Mackenzie Canada Limited A tiempo completo

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**Note : A**_ Full Job Description_** will be supplied to the recruiter.****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 dedicated 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 & 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.**Equal Opportunities

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