Senior Specialist - Retention

Overview

Drive customer retention, renewals, upsell and cross‑sell for small accounts.

Key Responsibilities

• offboarding
• renewal management
• salesforce forecasting
• customer retention
• upsell opportunities
• product insights

Tasks

-Develop and manage the customer offboarding process, including exit interviews, to identify key drivers of churn and recommend corrective actions. -Communicate new product offerings and benefits to customers, identify cross-sell and upsell opportunities, and collaborate with the Sales team for seamless handovers of high-growth accounts. -Analyse customer feedback to identify improvement areas and implement initiatives that strengthen customer retention. -Effectively manage the business pipeline to ensure accurate salesforce forecasting. -Partner with Product and cross-functional teams to share customer insights, support roadmap planning, and gather competitive intelligence. -Manage the end-to-end renewal process, including initiating renewal activities 90 days prior to contract expiry. -Change agility- maintaining high performance through disruption and change. -Building talent- facilitating career and personal growth. -Build and maintain strong professional relationships with customers to drive repeat business opportunities. -Collaborate with the Retention Manager to plan and implement effective customer retention strategies. -Consistently meet or exceed monthly performance targets related to renewal rates, revenue maximization, and reduction of churn, cancellations, and backlog. -Provide superior customer service to ensure satisfaction, loyalty, and long-term engagement. -Conduct customer negotiations with a focus on achieving balanced outcomes for both the customer and the business. -Monitor upcoming contract expirations, engage with customers to facilitate timely renewals, and ensure continuity of service. -Develop a deep understanding of the value our solutions provide, the sectors they operate in and the customers buying cycles.

Requirements

• problem solving
• customer focus
• b2b sales
• data analytics
• account management
• team collaboration

What You Bring

-Possesses robust problem-solving and sound decision-making capabilities. -Demonstrates a strong customer-first mindset and excellent customer support skills. -Quick to learn, adaptable, and attentive to detail in all aspects of work. -Demonstrate a developing understanding of planning and executing a long-term commercial strategy. -Effective client engagement and understanding of critical client business growth potential and how the Wood Mackenzie suite of products supports the client’s growth. -Ability to develop relationships from a C-suite level down to end users and work with clients who have complex and often global organization structures. -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 value-based selling and developing a deep understanding of customer workflows and needs. -Effective teamwork with the broader organization to include marketing, training, client services, research and consulting. -Have a proven track record in collaborating with different internal teams in order to achieve commercial success. -Experience in an Account Management role in b2b sales of either data or SaaS based solutions. -Show effective organizational and planning skills with the ability to manage own workload effectively.

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Benefits

-The nature of this role precludes it from consideration for part-time or flexible working arrangements. -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.

About Wood Mackenzie

-Pivoted in 1973 to pioneering energy research with its first oil report. -Over five decades evolved into a global consultancy powering decisions in energy, chemicals, metals, mining and renewables. -Its Lens platform spans power, hydrogen, carbon, LNG, maritime and more—turning vast datasets into strategic foresight. -Typical projects include asset valuation, project economics, supply‑chain intelligence and portfolio optimization. -With 30+ offices and a presence across energy value chains, it guides governments, producers and financial institutions. -Stands out by integrating legacy upstream expertise with cutting‑edge analytics across renewables and transition fuels. -Notable for weaving real‑time vessel tracking and carbon insights alongside decades‑deep commodity research.

Sector Specialisms