Senior Specialist, Customer Success - Financials

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Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape.
For over 50 years our work has guided the decisions of the world’s most influential energy producers, utilities companies, financial institutions and governments.
Now, with the world’s energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That’s why we’ve redefined what’s possible with Intelligence Connected.
By fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, we deliver a clear, interconnected view of the entire value chain. Our trusted team of 2,700 experts across 30 countries breaks siloes and connects industries, markets and regions across the globe.
This empowers our customers to identify risk sooner, spot opportunities faster and recalibrate strategy with confidence – whether planning days, weeks, months or decades ahead.
Wood Mackenzie
Intelligence Connected

• 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

Wood Mackenzie is seeking a Senior Specialist, Customer Success to support a portfolio of Financial & Professional Services customers, including investment banks, asset managers, private equity firms, hedge funds, sovereign wealth funds, consultancies, and advisory organizations.

Financial Institutions Operate In Increasingly Complex And Volatile Markets. Investment Professionals Are Expected To Make Faster, More Informed Decisions While Navigating

• Evolving energy transition dynamics
• Commodity and power market volatility
• Shifting regulatory landscapes
• Geopolitical and macroeconomic uncertainty
• Growing demands for data-driven investment strategies

• Portfolio of Financial & Professional Services customers
• Key user groups including:
  • Investment analysts
  • Portfolio managers
  • Research teams
  • Strategy professionals
  • Consultants and advisors
• Stakeholders ranging from day-to-day users through commercial decision makers

• Create and execute customer success plans aligned to customer objectives and business priorities
• Deliver onboarding experiences that accelerate time-to-value for new users
• Proactively engage users to encourage adoption of Wood Mackenzie products and services
• Build strong relationships with key users and commercial stakeholders
• Conduct regular account reviews to assess customer health, engagement, and progress toward objectives

• Monitor account health and identify risks to customer adoption and retention
• Develop and execute action plans to address customer challenges and drive positive outcomes
• Partner with Sales colleagues to support renewal discussions through usage insights and customer intelligence
• Identify opportunities to expand engagement through increased adoption of existing solutions

• Analyze customer usage trends and engagement data to identify opportunities and risks
• Conduct Quarterly Business Reviews focused on customer objectives, outcomes, and value realization
• Translate customer feedback into actionable recommendations for internal teams
• Maintain accurate customer records and engagement history within Salesforce

• Partner closely with Product Specialists, Sales, Research, and other internal teams to support customer outcomes
• Share customer insights and market trends that improve the customer experience
• Co…