Senior Customer Success Specialist Low Touch Job In Air Worldwide In India, Delhi

Job DescriptionThe Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscriptions and supporting revenue growth through quality Customer Experience (CX) TheCustomer Success (CS) team within CO plays a crucial role throughout the entire customer lifecycle, proactively helping our customers to derive maximum value from their subscriptionAs a Senior Customer Success Specialist, you will work as an individual contributor within the Customer Success Low Touch team You will engage with Wood Mackenzie's mid-value customers across multiple industry segments & regions and in a mostly digitally-led environmentYou will work in close collaboration with the wider business to constantly streamline and structure the customer journey for maximum impact and value.

You will leverage account health scores and 'Voice of the Customer' (VoC) to derive actionable insights that improve customer retention and satisfaction As a trusted advisor, you will ensure our customers have the products and services that best fit their immediate needs and their future use casesMain ResponsibilitiesAs a customer-facing Customer Success Specialist, you are responsible for delivering the desired business outcomes, steered by our Customer Success Platform, in a digitally-led (Low Touch) engagement model Key responsibilities include:

• Build and maintain strong relationships within assigned mid-value customer accounts, 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 a clear understanding of the customer's goals, needs, expectations, and preferences continuously
• During onboarding, ensure that customers are adequately trained, equipped with the right tools and resources, and educated on subscribed WM products to optimize product usage and minimize their adoption time.
  
  Ensure the 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 Help customers 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
• Be a customer advocate, capturing and delivering customer feedback, to respective teams and identifying opportunities for improvements
• Be the voice of the customers in the company, providing a 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 the need for improvement in process and work collaboratively across teams to affect this
• Develop, learn, and share best Customer Success practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Qualifications

• Substantial customer-facing experience
• Understanding health metrics and using them to drive Customer Success with proven measurable outcomes
• Understanding customer user journeys to anticipate problems and solve them proactively
• Experience working with Microsoft applications (Basic to intermediate Excel skills are required for this role)
• Knowledge of Customer Success Platforms is highly preferred
• Knowledge of salesforcecom
• Working knowledge of the Natural Resources industry is a desirable but not a prerequisite

Expectations

• A kind, open, fun, team-oriented working attitude
• Ability to adapt, take initiative, and be proactive
• A passion for innovation, growth, and a relentless dedication to making customers successful
• Good organizational, presentation, and time management skills
• Good communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately to the customer's needs/ requirements
• A strong learner with a curious mind
• Ability to prioritize work and tasks effectively to achieve the best customer outcomes
• Excellent written and verbal English, but other language skills are a plus
• Cultural awareness and appreciation for diversity

Additional InformationWood 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 specialistsOur 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 joinHear what our team has to say about working with us:

Air Worldwide is looking for .

Air Worldwide is looking for Any Graduate / Post Graduate profile candidates.