Customer Support Manager

In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.

Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.

Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.

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

Company Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making.Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve – providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world’s transition to a more sustainable future.WoodMac.comWood Mackenzie brand videoRole PurposeThe Customer Organisation (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth via customer experience. Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the customer experience strategy or enable the division's success.The Customer Support Manager will support the Head of Customer Support with the leadership, mentorship and management of the Customer Support team with accountability for becoming an established expert in the vision, priorities and objectives of the Global Customer Support sub-function, with a strong knowledge of both the Technical/ Operational and Commercial/ Product elements of the team focus and surrounding processes.You will be accountable for coordinating and driving ongoing team L&D to ensure the team is always equipped with the latest information and playbooks to support all customer queries. You will have a holistic view of the day to day CS team workings and will act as a point of escalation for the team, customers and business, where necessary. In addition, you will generally lead by example, and proactively champion & influence the global team to perfect their craft resulting in strong performance against metrics. You will additionally lead certain relevant, key business projects pertaining to Customer Support, working closely with the Head of Customer Support.You will have people management responsibility for a small global team of Customer Support Specialists.The person that fills this role must be an excellent communicator, highly organized, be self-motivated, and work autonomously, with a strong ability to successfully collaborate and influence others. You will use these skills to drive team success in the wider team in meeting company SLA’s. You will demonstrate a customer-obsessed mindset influencing others to deliver strong customer satisfaction ratings and query resolution times.The person will serve as a ‘player-coach’, undertaking some customer support operational tasks while performing the role of a manager to a group of Customer Support Specialists.Main Responsibilities

• Capable assistant to the Head of Customer Support; the person will provide people-management support to a group of Customer Support Specialists, and act as Head during any periods of absence
• Leads a team of individual contributors to deliver business objectives in Customer Support
• Creates a culture of customer obsession and outcomes-focused delivery, implementing change management within the team but also influencing senior stakeholders outside Customer Organisation
• Develops individual contributors career pathways, identifying potential and growth areas and creating an atmosphere in which we celebrate both individual and team successes
• Drives the development of Customer Organisation as a function by driving innovation and evolution, being comfortable with risk taking and data-led decision making, and balancing company priorities with the team’s
• Creates a climate in which people want to do their best

Drive strong customer query outcomes & resolution times, and achievement of team objectives:

• Regular review of team case quality. Conduct analysis on adherence to process, case management, customer satisfaction and resolution times. Discuss regularly with Head and provide own input. Accountable for reporting these common trends, themes to function manager on a bi-monthly basis. Ideate any improvements or changes
• Review and drive the maintenance of global team processes, playbooks and product information. Coordinate activity to ensure the team are always equipped with the latest information they need to successfully deliver queries ‘in-house’
• Collaborate with all areas of the Customer Org to ensure Customer Support are aligned and delivering key messages on customer’s reactive needs as appropriate
• Use of dashboards and reporting in our Customer Support Platform to ensure efficient flow of customer queries and resource allocation via 24/5 operating model

About YouPeople Leadership Expertise

• Effective remote team management across various geographies demonstrating inclusiveness and an appreciation of the diversity of the different regions
• Experience leading through change and transitions with empathy and resolve
• Excellent process and operational management ability with a keen eye to continuously improve existing ways of working, drive strategic functional initiatives that span across multiple functions, departments, processes and stakeholders
• Exhibit strong leadership in a fast-paced, quick turnaround solutions environment and ability to work well in a team in pressured situations.

Commercial and Operational Skills

• Goal-getting orientation, focused on results and encouraging managed risk taking/ course corrections with an eye on the big picture Influencing and agenda setting both within the team and with senior stakeholders
• Strong commercial acumen including comfort in drawing relevant and actionable conclusions from large data sets Advanced decision-making, in particular in situations with dynamic or incomplete information
• Ability to evaluate multiple competing priorities and demands on the team’s time and allocate resources effectively, balancing the team’s objectives and stakeholders needs
• 5+ years’ experience in a customer facing role is essential
• Strong analytical skills and an obsessive attention to detail mindset, with ability to multitask
• Advanced communication skills
• Passion for solving customer problems
• Commitment to put the customer first, with empathy and emotional intelligence
• Ability to understand customers' expectations and experience in a way that results in high customer satisfaction
• Ability to dig into complex systems to understand how they work and how they can be improved
• Tech savvy - you can quickly understand and communicate complex issues in a simple manner
• An entrepreneurial spirit and a passion for process
• Fluent in both written and verbal English with advanced written, verbal & listening skills
• Advanced knowledge of IT applications. Strong knowledge of excel and powerpoint essential

Expectations

• People Management
• Customer obsessed
• Problem-solver
• Advanced written and verbal communication skills
• Collaborative mindset
• We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future. While we are a hybrid working company, remote working arrangements will be considered for this role
• Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.

Equal Opportunities

We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov 

If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.