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
  We’re looking for a seasoned and strategic leader to guide and develop our expanding APAC team. This high-impact role sits at the heart of our customer engagement strategy, where deep customer expertise meets outcomes and commercial growth.
  Based in APAC, you’ll manage and mentor a team that serves as trusted advisors to our clients, helping them unlock the full value of Wood Mackenzie’s market-leading research and analytics. Your team will work closely with customers to understand their workflows and challenges, delivering high-value engagement and tailored support that drives adoption, satisfaction, and commercial success.
  As a leader, you’ll coach and develop talent, track performance, and ensure the team is aligned to strategic goals. You’ll also play a customer-facing role, engaging directly with top-tier firms to elevate their experience and maximize the impact of our solutions.
  This is a unique opportunity to shape the customer journey and make a direct contribution to the global energy transition, while building and leading a world-class team of product specialists.

In this leadership 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:

• Drive Team Performance: Ensure the Customer Success team meets Customer Organisation (CO) targets by tracking performance, measuring effectiveness, and implementing continuous improvement strategies.
• Manage Team Budget: Oversee travel and expenses (T&E) for your team, ensuring cost-effective use of resources aligned with business priorities.
• Contribute to Leadership Initiatives: Actively contribute to organisation-wide initiatives, leading cross-functional projects, and delivering quarterly team performance insights.
• Collaborate Across Success Teams: Work in partnership with leaders from the other Customer Success teams to coordinate resource planning, share best practices, and align deliverables across the global function.
• Build & maintain strong relationships within assigned high value customer accounts across the globe, 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.
• 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.

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