Lead Specialist - Customer Success
Wood Mackenzie
Employer Active
Posted 9 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
In this customer facing role, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model. Key responsibilities include:
Build & maintain strong relationships within assigned high value customer accounts across MENA region, 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 & demonstrate 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.
Collaborate with internal teams to facilitate early increased adoption and maximum product usage. Also, coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals.
Collaborate with internal stakeholders for the delivery of high-quality customer experience and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans
Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified, drive risk mitigation measures.
Be a customer advocate, capturing & delivering customer feedback, to respective teams and identifying opportunities for improvements.
Be the voice of the customers in the company, providing the suitable balance between the customer s requests and the company s vision.
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.
Be commercially minded and work in proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension.
Identify need for improvement in process and work collaboratively across teams to effect this.
Develop and share best practices with team members to continually improve quality, effectiveness, and efficiency of our processes. Coach team members on customer success best practices.
Desired Candidate Profile
You will have:
Significant customer facing experience
Working knowledge of the Energy industry is preferred
Experience in using health metrics to drive customer success with proven measurable outcomes is required
Passion for innovation, growth, and a relentless dedication to making customers successful
Strong communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to the customer needs/requirements
Advance presentation experience is required, ability to create data-driven insights by analysing usage data sets for customers and presenting during Quarterly Business Reviews
Exceptional organizational, coaching and time management skills
Strong learner with curious mind
Advance-level understanding of customer journeys to anticipate problems and solving them proactively
Ability to prioritise work and tasks effectively to achieve best customer outcomes
Excellent English, other language skills are a plus
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 Microsoft applications and Customer Success Platforms is highly preferred.
Intermediate knowledge of salesforce.com
Company Industry
- IT - Software Services
Department / Functional Area
- Sales
- Business Development
Keywords
- Lead Specialist - Customer Success
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Wood Mackenzie
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. 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.