Job Description

Company Description
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/ We are proud to be a part of the Verisk family of companies! At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions. Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues. But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger. It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems. At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do. At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fifth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce. Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.
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As a Senior Customer Success Specialist, you are responsible for the complete post-sale success and satisfaction of the portfolio of Wood Mackenzie SMB accounts. You will play a crucial role in in the entire customer lifecycle and you will proactively help customers drive value from their subscription. Leveraging account health scores and VoC you will create a strategy 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! Role Focus It’s an exciting role as you will engage with Wood Mackenzie customers across multiple industry segments, multiple regions and deliver success programs to help your customers discover the full potential of Wood Mackenzie.

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  Customer Onboarding – You will manage onboarding strategy based on the customer underlying needs and decision criteria to empower new users and ensure fast time to first value delivery and user satisfaction.
• Customer Adoption – You will act as a reliable and credible consultant to share best practices and diagnose and solve barriers to user adoption. You will monitor customer health, execute and develop call-to actions that help maximize the value customers derive from their subscription. You will manage user learning initiatives such as developing guided tours, online tutorials, FAQs and How-To emails.
• Customer Advocacy - You will be the voice of our customer, externally and internally. You will conduct periodic customer health-checks, gain feedback and customers’ thoughts at every stage of the customer’s journey, and champion their needs with the relevant teams.
• Customer Expansion – Partner with Sales and Product Teams on growth opportunities to create solutions that meet customer needs.
• Scaling processes – Identify opportunities to improve existing repeatable customer touchpoints, develop and deploy new solutions which will provide scalable yet adaptable guidance.

Responsibilities The Low Touch team have an average CSM to Account ratio of 1:100 and will be digitally led by our Customer Success Platform, Strikedeck. As a customer facing CSM, you are responsible to deliver the desired business outcomes in a low touch, digitally led engagement model, fulfilling;
1. CUSTOMER ENABLEMENT Equip customer with tools, resources and training to effectively utilize and optimize their subscribed WM products 2. CUSTOMER ADVOCACY Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience 3. ALIGNMENT Demonstrate clear understanding of the customer’s goals, needs, expectations and preferences continuously 4. ADOPTION Coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals 5. 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 6. READINESS Ensure customer is ready for a successful launch and long-term success and growth 7. RISK MANAGEMENT Quickly mitigate risks and issues that may prevent or delay success for the customer; drive and lead risk mitigation measures 8. CUSTOMER ENGAGEMENT Build strong relationships (Strategic, Dedicated, Low Touch) with multiple key influencers and maintain frequent interactions

Qualifications
You will have:

• Substantial customer facing experience
• Experience in using health metrics to drive customer success with proven measurable outcomes is desirable
• Strong analytical skills and an obsessive attention to detail, with ability to multitask
• Ability to communicate proactively – connect the dots for the customer
• Passion for solving customer problems and helping them succeed
• Commitment to put the customer first, with empathy and emotional intelligence
• A personality that enjoys talking to customers and establishing good relationships
• Ability to manage customers' expectations and experience in a way that results in high customer satisfaction
• Ability to dig into complex systems to understand how they work and how they can be improved
• Ability to quickly understand and communicate complex issues in a simple manner
• An entrepreneurial spirit and a passion for improving products and processes
• Excellent written and verbal communication skills
• 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 IT applications (Intermediate Excel skills are required for this role)
• Knowledge of salesforce.com

Additional Information
Verisk Analytics is an equal opportunity employer. All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. http://www.verisk.com/careers.html Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Consumer Privacy Notice