Lead Specialist - Customer Success

Overview

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

Role Purpose

Main Responsibilities

Key responsibilities

• include:
• Build & maintain strong relationships within assigned high value customer accounts across MENA region, 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.
• 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, 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

• You will have:
• Significant customer facing experience
• Working knowledge of the Energy industry is preferred
• 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 successful
• Strong communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to the customer needs/requirements
• Advance presentation experience is required, ability to create data-driven insights by analysing usage data sets for customers and presenting during Quarterly Business Reviews
• Exceptional organizational, coaching and time management skills
• Strong learner with curious mind
• Advance-level understanding of customer journeys to anticipate problems and solving them proactively
• Ability to prioritise work and tasks effectively to achieve best customer outcomes
• Excellent English, other language skills are a plus
• High levels of adaptability, initiative, and pro-activeness
• A kind, open, fun, team-oriented working attitude
• Cultural awareness and appreciation for diversity
• Experience working with Microsoft applications and Customer Success Platforms is highly preferred.
• Intermediate knowledge of salesforce.com

Expectations

• We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future.
• Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.
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Equal Opportunities