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For the past 40 years, Wood Mackenzie has established its reputation as a trusted source of intelligence, enriching lives by empowering clients with unique insight on the world's natural resources.
Now, as part of the Verisk Analytics family, that legacy is even stronger. Aligning with the world's leading data analytics company extends our ability to help clients overcome the toughest challenges with our unrivalled analysis and advice.
We will continue to build on the power of our existing approach to assess and value individual assets and companies, allowing our clients to pursue the most promising opportunities.
Together, we inspire and innovate the markets we serve – providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources.
The Client Services Engagement team forms part of the wider EMEARC Servicing team. The Servicing team consists of the Engagement team, Client Services Operational team and a Client Training team. There is a Servicing team in each region that all fall into the wider Sales structure.
You report to the Senior Manager of the Client Services Engagement team with a matrix line relationship to the Head of EMEARC Servicing. You work along side account managers and wider teams where regular and effective communication is critical. Effective co-ordination across global Wood Mackenzie departments is essential in order to deliver effective solutions to our clients
Building client relationships to promote and drive usage of our research services
You build client relationships to strengthen our reputation and increase awareness of the services available to the client. You actively seek opportunities to embed and grow usage of our research services, mainly through phone and email plus client visits. You are expected to:
Contribute to account planning activities and implement tailored engagement plans that will support retention and drive usage
Regularly analyse client usage trends and identify tactics to drive growth and protect revenues
Actively engage with key client contacts to build effective relationships, to understand client needs and to promote relevant Wood Mackenzie content
Fully on-board new users providing portal demos and an introduction to Wood Mackenzie
Attend client visits to meet your key contacts and users
Regularly contact clients to ensure that users have access to relevant content and know how to access the research available to them, as well as to help troubleshoot or escalate issues
Attend Wood Mackenzie events to meet your clients. Call users prior to the event to promote the event and confirm attendance.
Seek opportunities to promote relevant content to your clients and to keep them up to date with up-to-date industry knowledge.
Help to identify potential commercial opportunities and gather competitor intelligence
Work in collaboration with the Training, Research, Sales and Marketing team to engage effectively with your clients
You also act as a first point of contact for day-to-day client enquiries, which requires you to leverage internal networks to ensure that client needs are met and exceeded. In managing external enquiries, you aim to achieve 100% customer satisfaction and efficient resolution.
Managing contract fulfilment and account maintenance in conjunction with the Client Service Operations team
You provide contract support to the Sales team for your assigned accounts and you are responsible for managing access to content for your assigned client accounts. This entails:
Providing contract support for new sales and renewals
Ensuring access is available to clients
Updating client information and interaction details in Salesforce.com and other client-related systems
Following up with clients for up-to-date contact information
Knowledge & Experience
Candidates should be confident, professional and proactive with at least 3-5 years experience of working in a client-facing environment. A strong commercial focus, excellent interpersonal and relationship building skills, as well as flexibility and good time management are key to succeed in this role.
Level of pro-active engagement
Teaming (360 feedback)
Building and Maintaining Relationships
Planning, implementation and control
Wood Mackenzie Core Values
Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belonging.
Wood Mackenzie values each individual's contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being.
Our core values are:
Respect for the Individual
Confidence with humility
We understand the importance of bringing your whole self to work and to achieving balance between work, family and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum of talent to contribute to Wood Mackenzie's success.