Retention Specialist

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.

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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

Role PurposeThe retention specialist will be part of a function focused on increasing retention among smaller customers. The specialist will work closely with the retention manager as well as the customer success team to plan and execute renewal activities to reduce customer churn by utilizing a customer success platform. This role will interact directly with our customers to learn about their problems, how we can enhance our products or services, and how we can keep their business. It is essential for this role to work closely with other sales teams to identify upsell and cross-sell opportunities and develop and execute a smooth handover process with those teams.This role reports to the Retention Manager and will be part of Wood Mackenzie’s Customer Organization and work closely with Customer Success Managers, Support team and Sales.Main Responsibilities

• Carry out customer retention activities in collaboration with the Customer Success team and the Retention Manager.
• Respond to customer queries and execute the planned renewal activities as they are triggered by our Customer Success platform.
• Work with the Retention Manager in implementing retention activities.
• Track contracts that are soon to be expired and contact customers for renewals.
• Analyze customer feedback and develop new techniques to ensure customer retention.
• Provide excellent customer service and ensure customer satisfaction.
• Build positive working relationships with customers for repeat businesses.
• Explain to customers about new products and benefits, identify upsell and cross-sell opportunities and work with sales teams on handovers of high-growth accounts.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• Achieve monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, and minimizing cancellations and backlog.
• Manage customer churn, create an offboarding process and checklist, and conduct offboarding interviews to determine why customers are leaving.

About You

• Experience with similar roles within Customer Success, Retention or Sales
• Demonstrate ability to deliver according to sales targets or other metrics
• Demonstrate Customer First mindset and support skills
• Strong problem-solving and decision-making abilities
• Able to display confidence, a strong work ethic, and a positive attitude.
• Quick learner who pays careful attention to detail
• Comfortable managing email and CRM systems. Experience with Customer Success platforms is an advantage but not a requirement

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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 

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