Customer Success Manager

Job content

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 byForbesas 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 Diversitysupports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

Job Description

The Customer Success Manager (CSM) is a high-energy, strategy and growth focused customer advisor responsible for a portfolio of Wood Mackenzie SMB accounts. In this results-driven role, you will define, develop and execute effective customer adoption and success strategies. Leveraging account health scores and VoC you will create a strategy to engage, retain and enable customers. Ultimately you are responsible for your portfolio’s growth, customer satisfaction improvement and churn reduction. 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.

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;

• CUSTOMER ENABLEMENT.Equip customer with tools, resources and training to effectively utilize and optimize their subscribed WM products
• CUSTOMER ADVOCACY.Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience
• ALIGNMENT.Demonstrate clear understanding of the customer’s goals, needs, expectations and preferences continuously
• ADOPTION.Coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals
• 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
• READINESS.Ensure customer is ready for a successful launch and long-term success and growth
• RISK MANAGEMENT.Quickly mitigate risks and issues that may prevent or delay success for the customer; drive and lead risk mitigation measures
• CUSTOMER ENGAGEMENT.Build strong relationships (Strategic, Dedicated, Low Touch) with multiple key influencers and maintain frequent interactions
  

You Will Have

Qualifications

• Significant customer facing experience
• 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
• Exceptional organizational, presentation, coaching and time management skills
• Strong learner with curious mind
• High-level understanding of customer journeys to anticipate problems and solving them proactively
• Ability to prioritise work and tasks effectively to achieve best customer outcomes
• Cultural awareness and appreciation for diversity
• Excellent English language skills
• Experience working with Microsoft applications and Customer Success Platforms is highly preferred
• 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.

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