At a Glance
- Tasks: Lead customer success for energy trading clients, ensuring they unlock value from our tools and data.
- Company: Join Wood Mackenzie, a global leader in energy analytics and insights.
- Benefits: Enjoy a hybrid work environment, competitive salary, and opportunities for career advancement.
- Other info: Be part of a supportive culture that values innovation and teamwork.
- Why this job: Make a real impact in the energy sector while collaborating with industry experts.
- Qualifications: Experience in trading, strong communication skills, and a proactive mindset are essential.
The predicted salary is between 71550 - 87450 £ per year.
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.
Role Overview
As a Customer Success Manager, you will serve as the primary advocate and strategist for clients in the trading arena—particularly those focused on short-term, real-time markets. You’ll work autonomously and proactively, partnering with cross-functional teams to help energy traders, risk managers, and analysts unlock value from our tools and data across the business. You’ll lead QBRs, success planning, playbook execution and development, training sessions, coordinate presentations and other value add engagement and ensure our clients see immediate, impactful results.
Key Responsibilities
- Build and nurture strategic relationships with short-term, real-time focused clients (e.g., traders, risk teams, and market analysts).
- Plan and execute Quarterly Business Reviews (QBRs) and develop customer success plans, emphasizing actionable outcomes and ROI.
- Create and maintain customer playbooks tailored to real-time trading workflows and responsive data needs.
- Facilitate client onboarding and live training sessions to ensure users integrate our insights into their workflows.
- Serve as the voice of the customer, driving cross-functional alignment—including support, product, analytics, and tech teams—to resolve issues and capture opportunities.
- Proactively monitor customer health metrics, usage data, and feature engagement; escalate and mitigate risks to prevent churn.
- Identify expansion opportunities through deep understanding of clients’ evolving workflows and technology needs.
- Act as an internal educator, sharing client challenges and feature requests with the broader team to inform product development.
Essential Competencies & Experience
Technical & Industry Expertise
- Deep experience engaging with the trading community, especially within oil, gas, and power markets.
- Strong knowledge of real-time and short-term energy markets, data use cases, and volatility drivers.
- Comfortable explaining technical concepts and tools (e.g., APIs, data feeds, analytics platforms) to both technical and business stakeholders.
Customer Success & Strategic Thinking
- Proven track record with QBRs, success planning, and developing scalable playbooks for complex customer profiles.
- Highly proactive, with a “self-starter” mindset—capable of working independently, managing priorities, and driving outcomes.
- Skilled at problem-solving, with the ability to navigate fast-paced, high-stakes customer environments.
Relationship & Communication Skills
- Exceptional relationship-building skills—able to connect with traders, analysts, and power market stakeholders.
- Effective communicator, both oral and written; skilled at translating data/technical offerings into business value.
- Empathetic, patient, and responsive—especially under pressure, adapting to client urgency and real-time demands.
Cross-Functional Collaboration
- Experience working in matrixed environments and have evidence of flourishing in collaborative settings alongside sales, product/research, product specialists, and support.
- Able to balance SLA-driven expectations and short-response timelines with strategic, long-term engagement.
Why Wood Mackenzie?
- Join an industry-leading team delivering insights that shape global energy markets.
- Advance your career in a fast-evolving, impactful space—helping clients solve real-time market challenges.
- Be part of a supportive culture that values autonomy, collaboration, and innovation.
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 (including pregnancy, sexual orientation, and gender identity), national origin, disability or protected veteran status.
Lead Specialist, Customer Success - Energy Trading in London employer: woodmac
Wood Mackenzie is an exceptional employer, offering a dynamic work culture that thrives on collaboration and innovation. With a strong commitment to employee growth, we provide opportunities for professional development and the chance to work alongside industry experts in the heart of the energy sector. Our inclusive environment fosters trust and customer commitment, making it a rewarding place for those looking to make a meaningful impact in the Power & Renewables space.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Specialist, Customer Success - Energy Trading in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at woodmac. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like woodmac before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Specialist, Customer Success - Energy Trading in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to woodmac:Your cover letter is your chance to shine! Tell us why you want to work at woodmac specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at woodmac!
How to prepare for a job interview at woodmac
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
