Team Profile

Wood Mackenzie are a knowledge and relationships business. Through thorough understanding of the industry and customer workflows Customer Focus team provides bespoke support and training to the users ensuring that Wood Mackenzie research helps them achieve their unique needs. It is the most customer facing team in the organisation allowing its members build strong relationships with the users and be a reliable source of support when it comes to Wood Mackenzie research offerings.

Role Purpose

As a member of the Customer Focus team, you provide sales and retention support for Wood Mackenzie’s growing customer base in the United States. Working as an integral part of the account teams, you predominantly support Wood Mackenzie's core accounts, as well as other customers in the region as commercial needs require. You strive to build and maintain strong customer relationships through onboarding, regular contact and the provision of excellent customer care with the core users’ communities, and key customer contacts. You work across a number of teams to ensure that customers derive value from our research products, and you are responsible for coordinating proactive engagement activities in the region. You also provide accurate and timely support for incoming customer enquiries which range in complexity and breadth of topics, co-ordinating across the team and with other departments.

You report to the Americas Customer Focus Manager and work closely with Customer Focus colleagues globally. The role involve travel within region.

Role Focus and Responsibilities

On-boarding new customers and new content

Within a short period of time and with minimum supervision, you will be able to help customers to optimise their research investment by promoting early adoption and helping to embed content usage.  You will:

• Follow up with new users to facilitate access to content and provide navigational support
• Identify new users, facilitate access to content and provide high level workflow support
• Promote awareness of training and/or analyst events and support any follow up
• Promote new content and features in the context of user workflows
• Co-ordinate a response to user enquiries
• Monitor progress and take action to address low adoption
• Record and share all activities, information and materials with colleagues

Delivering high quality customer care

With basic Wood Mackenzie products knowledge, you will have regular contact with an assigned portfolio of customers and be able to understand and anticipate customer needs quickly, and coordinate internally, to drive solutions that exceed expectations. You will:

• Act as a first point of contact for user questions or issues, and liaise internally to coordinate a timely response
• Follow up with customers to ensure that enquiries and issues are resolved to their satisfaction
• Monitor usage and service levels to anticipate potential customer needs or issues and escalate to the relevant teams for action
• Leverage customer intelligence to anticipate issues and recommend solutions
• Engage customers to gather detailed feedback on our products, services and competitor offerings and disseminate internally
• Organise and/or provide support for Wood Mackenzie events and facilitate contact with customers, such as customer site Awareness Days, training events or marketing forums
• Create individual customer collateral as required, such as user guides and onboarding documents according to the subscription spend, location and IT requirements
• Monitor and interpret external customer health such as share price, press releases and role changes, and implement action plan with the account team
• Deliver high-quality service at all times, thinking of the customer's needs and measured by an increase in NPS score

Building customer relationships to drive usage in support of business retention and growth

Leveraging on your existing customer relationships, you will work within Wood Mackenzie account teams to deliver value to customers and drive usage through proactive and coordinated customer engagement. You will:

• Own user and contact relationships to allow Sales to focus on commercial senior customer relationships
• Frequently engage with customers via meetings, calls and other activities to build effective relationships, to understand customer needs and provide best in class service through an integrated approach as well as to promote relevant Wood Mackenzie content
• Regularly analyse internal customer health via usage trends and identify, plan and deliver tactics, opportunities, and activities to drive growth and protect revenues 
• Contribute to key account plans and implement tailored engagement plans to help meet commercial and customer goals
• Evaluate effectiveness of Engagement Strategies and share tactics with the wider team
• Manage and leverage strong customer relationships to influence support for events and initiatives
• Identify, escalate and support potential sales opportunities
• Proactively facilitate contact between customers and research teams to establish strong, multi-directional relationships
• Maintain a working knowledge of Wood Mackenzie research offerings

Knowledge & Experience:

Candidates should be confident, professional and able to work effectively in a small remote team. A strong commercial focus, excellent interpersonal and relationship building skills, as well as flexibility and good time management are key to succeed in this role.  In addition, candidates should have:

• Proven track record of being a motivated self-starter with ability to work in a fast-paced environment and meet critical deadlines,
• Excellent problem-solving skills with an ability to anticipate problems and generate commercial solutions,
• At least 3+ years experience of working in a customer-facing environment,
• Proficient in English and other languages are a plus,
• Working knowledge of the Energy industry and experience working with National Oil Companies will be an advantage.

EEO statement

Unsolicited resumes submitted to Wood Mackenzie by any external recruitment agency via Internet, e-mail, fax, or U.S. mail become the property of Wood Mackenzie and we are not responsible for any fees associated with those resumes.

In compliance with the Civil Rights Act of 1964 and 1991, the Age Discrimination in Employment Act of 1967, Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities act of 1990 and all other relevant federal and state laws, the policy of this company prohibits discrimination in employment because of race, color, religion, national origin, sex, gender identity and/or expression, age, veteran’s status, disability, genetic information or any other group protected by law. Applicants are considered for all positions without regard to race, color, religion, national origin, sex, gender identity and/or expression, age, veteran’s status, disability, genetic information or any other group protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access WoodMac.com/careers on-line as a result of your disability. You can request reasonable accommodations sending an email to [email protected].

We are an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.

http://www.eeoc.gov/

All your information will be kept confidential according to EEO guidelines.