Wood Mackenzie

Customer Success Manager

• Engage with Wood Mackenzie’s low- to mid-value customers across various industry segments and regions through proactive outreach and a digitally led environment
• Manage and be accountable for 1-to-many books of business with exposure to the EMEA Energy market
• During onboarding ensure customers are trained, equipped and educated on subscribed WoodMac products to optimize product usage
• Ensure successful launch, long-term success and growth for customers
• Collaborate with internal teams to facilitate adoption and maximise product usage
• Leverage account health scores and Voice of the Customer to derive actionable insights and monitor/report customer health
• Build out the digital strategy and supporting programmes and proactive digital communication strategies
• Be a customer advocate capturing and delivering customer feedback and be the voice of the customer within the company
• Work commercially with Sales/Account Managers to position for retention, growth, renewals and service extension
• Identify process improvements and work across teams to implement them
• Develop, learn and share best Customer Success practices with team members

Senior Specialist, Customer Success

Manager

• Lead a team of upstream associates in the delivery of the Global Upstream Service, including upstream asset coverage, data analysis and written content
• Support regional teams on product generation and insights across the globe
• Recruit, develop and retain the right people while establishing a supportive and dynamic team environment
• Ensure a high level of quality in all content, data, systems or operations is consistently delivered by your team
• Ensure efficient and timely delivery of Global Upstream Service, including update of asset data, valuations and written reports
• Work closely with team to set clear goals based on development and business needs
• Collaborate with Head of the Metals & Mining Global Analyst Team and other Research Managers to build state-of-the-art hiring, onboarding and development processes
• Work closely with senior experts across the business to build strong coaching relationships across the Global Analyst Team
• Foster collaboration with other teams and maintain close alignment with Upstream stakeholders
• Ensure data integrity and best practices are followed
• Lead team to further differentiate analysis and advocate for requisite data and resources to deliver a market-leading service
• Embrace change and play a key role in the implementation of new working practices
• Manage budgets, plans, policies and programmes related to the team

Senior Specialist, Customer Success

Research Manager – Upstream Oil and Gas