Senior Specialist - Customer Education

Wood Mackenzie

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.

Now, with the world's energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That's why we've redefined what's possible with Intelligence Connected.

By fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, we 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.

This empowers our customers to identify risk sooner, spot opportunities faster and recalibrate strategy with confidence - whether planning days, weeks, months or decades ahead.

Wood Mackenzie

Intelligence Connected

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Wood Mackenzie Brand Video

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

About the Role

The role of the Senior Customer Education Specialist is to support retention of Wood Mackenzie customers through understanding clients' workflows and providing comprehensive bespoke training and case management support ensuring that clients extract the highest value from Wood Mackenzie's research subscription. If you are passionate about maximizing impact and creating exceptional experience for every customer, join us!

Working within the Sales Organisation, the Senior Customer Education Specialist is a key member of the Customer Education team and will work across research, products, and consultancy to ensure a consistent client message is delivered. The role will involve travel within region. It's an exciting role as you will engage with Wood Mackenzie customers across multiple industry segments and ensure our customers maximise the full potential of Wood Mackenzie's research subscription and solutions.

Main Responsibilities

• Build an in-depth comprehensive knowledge of the products and product roadmap in your allocated vertical (Upstream & Carbon Management).
• Demonstrate excellence in analysing client needs and create tailored workflow solutions that maximize the value of Wood Mackenzie content to clients.
• Embed our products with customers by delivering workflow-based training and demo sessions to increase users, usage and support retention and workflow capability assessments or trials.
• Answer level 2 inbound queries from customers within your product vertical, ensuring a timely and comprehensive response. Support Customer Support Specialists and Customer Success teams answer complex queries by swarming.
• Partner with Account Managers and others to lead the commercial success of products, positioning and demonstrating solutions to customers, showing how these products can address their workflows during workflow capability assessments or trials.
• Show quantitative and qualitative measures of engagement and training effectiveness, both from a client and commercial perspective, ensuring that these are captured in CRMs for reporting e.g. Salesforce.
• Partner with the Product Owners to contribute to product development roadmap based on customer feedback, your experience and knowledge of customer workflows, and relevant competitor intelligence.
• Work with teams across the organisation including sales, marketing, to set best practices and deliver self-serve and training materials for products within your product vertical and embed these internally and externally.
• Be an ambassador for the Lens platform and delivering communication of product enhancements across the organisation and our customer base.
• Deepen your network of relationships with key contacts across our customer base to understand their roles and workflows.

About you and how you can excel in the role

You will:

• Have experience in a Customer Education or Product Specialist role within a b2b sales, data analytics or SaaS based solutions organisation.
• Have presentation, public speaking, communication and training skills experience.
• Have a proven track record in collaborating with different internal teams to achieve commercial success.
• Be passionate about product knowledge, growing the business and have a genuine interest in developing and growing themselves.
• Have an intellectual curiosity and aptitude towards the growing fields of data and data analytics and how these tools help clients solve business critical issues.
• Have experience of developing relationships across customer organisations from end users to senior stakeholders.
• Have experience of working with complex data sets and an understanding of customer workflows and needs.
• Show effective o