Job Description

Company Description
Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making. Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends. We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve \xe2\x80\x93 providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world\xe2\x80\x99s transition to a more sustainable future. WoodMac.com Wood Mackenzie brand video


The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscriptions and supporting revenue growth through quality Customer Experience (CX). The Customer Success (CS) team within CO plays a crucial role throughout the entire customer lifecycle, proactively helping our customers to derive maximum value from their subscription. As a Customer Success Manager, you will manage a small global team within the mostly digitally-led Customer Success Low Touch sector. You will also be responsible for our mid-value customers across multiple industry segments and regions. You will work in close collaboration with the wider business to constantly streamline and structure our customer journey strategies for maximum impact and value. You will leverage account health scores and \xe2\x80\x98Voice of the Customer\xe2\x80\x99 (VoC) to collectively derive actionable insights to improve overall customer retention and satisfaction.

Qualifications

• Capable First Line Manager (FLM) to the Head of Low Touch, Customer Success, the person will provide people-management support to a group of Low Touch CSMs
• Leads a team of individual contributors to deliver business objectives of active user growth and commercial growth of Wood Mackenzie\xe2\x80\x99s Low Touch customer segment, creating a strategy and team structure to deliver the objectives
• Creates a culture of customer-centricity and outcomes-focused delivery, implementing change management within the team but also influencing senior stakeholders outside Customer Organization
• Develops individual contributors\' career pathways, identify potential and growth areas, and create an atmosphere in which we celebrate both individual and team successes
• Drives the development of Customer Organization as a function by driving innovation and evolution, being comfortable with risk-taking and data-led decision-making, and balancing company priorities with the team\xe2\x80\x99s
• Creates a climate in which people want to do their best

About You As a First Line Manager, you will, build, train, coach, and develop a global team of Customer Success Managers. This role will be responsible for Wood Mackenzie Low Touch accounts\xe2\x80\x99 adoption, maturity, and growth trends, net dollar retention, and targets creating a cohesive, high-performing team. The Low Touch team has an average CSM-to-account ratio of around 1:100 and will be digitally led by our Customer Success Platform. As a customer-facing CSM, you are responsible to deliver the desired business outcomes in a low-touch, digitally-led engagement model, fulfilling:

• CUSTOMER ENABLEMENT - Equip customers with tools, resources, and training to effectively utilize and optimize their subscribed WM products

• 
  CUSTOMER ADVOCACY - Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience

• 
  ALIGNMENT - Demonstrate a clear understanding of the customer\xe2\x80\x99s goals, needs, expectations, and preferences continuously

• 
  ADOPTION - Coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals

• 
  INSIGHTS - 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

• 
  READINESS - Ensure the customer is ready for a successful launch and long-term success and growth

• 
  RISK MANAGEMENT - Quickly mitigate risks and issues that may prevent or delay success for the customer, drive, and lead risk mitigation measures

• 
  CUSTOMER ENGAGEMENT - Build strong relationships (Strategic, Dedicated, Low Touch) with multiple key influencers and maintain frequent interactions

Expectations

• Effective remote team management across various geographies demonstrating inclusiveness and an appreciation of the diversity of the different regions
• Excellent process and operational management ability with a keen eye to continuously improve existing ways of working, drive strategic functional initiatives that span across multiple functions, departments, processes, and stakeholders
• Exhibit strong leadership in a fast-paced, quick turnaround solutions environment and the ability to work well in a team in pressured situations.

• Goal-getting orientation, focused on results and encouraging managed risk-taking/ course corrections with an eye on the big picture Influencing and agenda setting both within the team and with senior stakeholders
• Strong commercial acumen including comfort in drawing relevant and actionable conclusions from large data sets Advanced decision-making, namely situations with dynamic or incomplete information
• Ability to evaluate multiple competing priorities and demands on the team\xe2\x80\x99s time and allocate resources effectively, balancing the team\xe2\x80\x99s objectives and stakeholders\' needs

• Advanced knowledge and application of Customer Success best practices in the service of meeting and exceeding Net Dollar Retention, account health, and churn reduction targets
• Familiarity with Customer Success platforms and after-sales touchpoints (onboarding, product training) to maximize Account Health and accelerate customer time to value
• Advanced ability to translate the VoC into actionable guidance for the team and represent the customer internally with other stakeholders including Sales and Product

Additional Information
Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors. Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists. Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge. We are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion, and Community Engagement initiatives. We actively support flexible working and are happy to consider alternative work patterns, taking into account your needs and the needs of the team or division that you are looking to join. Hear what our team has to say about working with us: https://www.woodmac.com/careers/our-people/