Role Purpose
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!
As a Senior Customer Success Specialist, you will work as an individual contributor within the High Touch Customer Success Team. You will engage with Wood Mackenzie high and mid- value customers across specific industry segments, specific regions and deliver tailored 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
In this customer facing role, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model. Key responsibilities include:
- Build & maintain strong relationships within assigned high and 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 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.
- 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.
- Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified.
- 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, learn and share best customer success practices with team members to continually improve quality, effectiveness, and efficiency of our processes.
#LI-CN1
