Lead Specialist - Customer Success

Location: Indiana

Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience.

Our team of over 2,400 experts, operating across 30 global locations, are enabling customers’ decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.
** 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

Wood Mackenzie provides the data that transforms the way we power the planet – across every part of the energy and materials transition. Wood Mackenzie is the world’s most trusted partner for informed energy & natural resources solutions.

Our customers rely on our solutions to support decisions ensuring the global economy continues to be powered by accessible, reliable and sustainable energy & natural resources.

Together, we inspire and innovate the markets we serve – providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources.
** About the Role
** The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth through quality Customer Experience (CX). Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the CX strategy or enable the division's success.

Customer Success team within the CO is responsible for the complete post-sale success and satisfaction of Wood Mackenzie customers. CS team plays a crucial role in the entire customer lifecycle and proactively helps customers drive value from their subscription. Leveraging account health scores and VoC, the CS team members create effective strategies 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!
** Dedicated
- ** As a Senior Customer Success Manager, you will work as an individual contributor within the Dedicated Accounts Customer Success Team. You will engage with Wood Mackenzie high/ mid value customers across specific/ multiple industry segments, specific/ multiple regions and deliver tailored success programs to help your customers discover the full potential of Wood Mackenzie.

You will work in close collaboration with the wider business, with the goal of streamlining and structuring the customer journey more efficiently for maximum impact and value. As a trusted advisor, you will ensure our customers have the products and services that best fit their immediate needs and their future use cases.
** Main Responsibilities
** As a customer facing CSM, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led engagement model.

Key responsibilities include:

* Build & maintain strong relationships within assigned customer accounts, 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 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.
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