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 - providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world\'s transition to a more sustainable future.

Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors.

Hear what our team has to say about working with us:



The retention specialist will be part of a newly formed function focused on increasing retention among smaller customers. The specialist will work closely with the retention manager as well as the customer success team to plan and execute renewal activities to reduce customer churn by utilising a customer success platform. This role will interact directly with our customers to learn about their problems, how we can enhance our products or services, and how we can keep their business. It is essential for this role to work closely with other sales teams to identify upsell and cross-sell opportunities and develop and execute a smooth handover process with those teams.

This role reports to the Retention Manager and will be part of Wood Mackenzie\'s Customer Organization and work closely with Customer Success Managers, Support team and Sales.

Main Responsibilities

• Carry out customer retention activities in collaboration with the Customer Success team and the Retention Manager.
• Respond to customer queries and execute the planned renewal activities as they are triggered by our Customer Success platform.
• Work with the Retention Manager in implementing retention activities.
• Track contracts that are soon to be expired and contact customers for renewals.
• Analyse customer feedback and develop new techniques to ensure customer retention.
• Provide excellent customer service and ensure customer satisfaction.
• Build positive working relationships with customers for repeat businesses.
• Explain to customers about new products and benefits, identify upsell and cross-sell opportunities and work with sales teams on hangovers of high-growth accounts.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• Achieve monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, and minimising cancellations and backlog.
• Manage customer churn, create an offboarding process and checklist, and conduct offboarding interviews to determine why customers are leaving.

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Qualifications

• Experience with similar roles within Customer Success, Retention or Sales
• Demonstrate ability to deliver according to sales targets or other metrics
• Demonstrate Customer First mindset and support skills
• Strong problem-solving and decision-making abilities
• Able to display confidence, a strong work ethic, and a positive attitude.
• Quick learner who pays careful attention to detail
• Comfortable managing email and CRM systems. Experience with Customer Success platforms is an advantage but not a requirement

Expectations

• The candidate for this role is expected to demonstrate our core values, specifically around:

• Be able to communicate with clarity, authenticity, and purpose and influence decisions and gain commitment from others
• Be able to motivate the team to deliver exceptional results and meet targets. Delivering on commitments and owning the outcome
• Facilitate career and personal growth and able to build trust in their strategy and plan
• 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.
• This role is a full-time role as the nature of this role precludes it from consideration for part-time or flexible working arrangements.
• Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.

Additional Information

Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belonging.

Wood Mackenzie values everyone\'s contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being.

Our core values are:

• Inclusive
• Trusting
• Customer Committed
• Future Focused, and
• Curious

We understand the importance of bringing your whole self to work and to achieving balance between work, family and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum of talent to contribute to Wood Mackenzie\'s success.

Hear what our team has to say about working with us:

Wood Mackenzie