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About the Role
Wood Mackenzie is seeking a Senior Specialist, Customer Success to support a portfolio of Financial & Professional Services customers. In this role, you will help customers maximize the value of their Wood Mackenzie subscriptions by driving onboarding, adoption, engagement, and retention, building trusted relationships and helping them leverage our industry-leading research, data, and analytics.
Responsibilities
- 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
- Contribute ideas, best practices, and success stories across the Customer Organization
- Support team initiatives and projects that drive operational excellence and customer impact
Requirements
- Bachelor's degree in Business, Finance, Economics, Energy Studies, or a related field
- 3+ years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar customer-facing role
- Experience supporting financial services, professional services, consulting, research, data, or SaaS customers is preferred
- Experience managing a portfolio of B2B customer relationships
- Interest in financial markets, investment research, commodities, energy, or related sectors
- Understanding of how financial institutions utilize research, data, and analytics to inform decision making
- Ability to connect customer objectives with Wood Mackenzie solutions
- Strong relationship-building and stakeholder management skills
- Excellent verbal and written communication abilities
- Analytical mindset with the ability to interpret customer usage data and identify trends
- Strong planning, organizational, and coordination skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience using CRM platforms such as Salesforce
- Customer-centric and outcome-oriented
- Curious, proactive, and eager to learn
- Collaborative team player
- Adaptable and comfortable working through change
- Demonstrates empathy, professionalism, and a growth mindset
Skills
- Customer Success
- Account Management
- Client Services
- Relationship Management
- Financial Services
- Professional Services
- Consulting
- Research
- Data
- SaaS
- B2B Customer Relationships
- Financial Markets
- Investment Research
- Commodities
- Energy
- Stakeholder Management
- Communication
- Analytical Skills
- Planning
- Organization
- Coordination
- Salesforce
Location
- New York City
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
Education Level
- Bachelor's degree
Salary/Compensations
- $90,000 - $110,000
About the Company
- 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.
- We have redefined what’s possible with Intelligence Connected by fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, to 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.
- Our values include being Inclusive, Trusting, Customer committed, Future Focused, and Curious.
Equal Opportunity
- We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov