Lead Customer Education Specialist​/Trainer

Position: Lead Customer Education Specialist / Trainer
Location: Greater London

## Lead Customer Education Specialist / Trainer 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.
** 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
** About the Role
** The role of Lead Customer Education Specialist / Trainer is to support retention through understanding clients' workflows and providing comprehensive bespoke training and demonstrations to ensure that clients extract highest value from Wood Mackenzie's research. If you are passionate about maximizing impact and creating exceptional experience for every customer, join us!  Working within the Customer Organisation, the Lead Customer Education Specialist / Trainer is a key member of the Customer Education team and will need to work across research, products, and consultancy to ensure a consistent client message is delivered.

The role will involve travel within region. It’s an exciting role as you will engage with Wood Mackenzie customers across multiple industry segments and ensure our customers maximise the full potential of Wood Mackenzie’s research subscription and solutions.

** Main Responsibilities
*** Build an in-depth comprehensive knowledge of the products and product roadmap in your allocated vertical.
* Demonstrate excellence in analysing client needs and create tailored workflow solutions that maximize the value of Wood Mackenzie content to clients.
* Embed our products with customers by delivering workflow-based training and demo sessions to increase users, usage and support cross sell, upsell, retention and new business development.
* Answer level 3 inbound queries from customers within your product vertical, ensuring a timely and comprehensive response. Support Customer Support Specialists and Customer Education Specialists answer complex queries by swarming.
* Partner with Account Managers and Customer Success Managers to embed Wood Mackenzie products into customers’ workflows.
* Show quantitative and qualitative measures of engagement and training effectiveness, both from a client and commercial perspective, ensuring that these are captured in CRMs for reporting e.g. Salesforce.
* Partner with the Product Owners to contribute to product development roadmap based on customer feedback, your experience and knowledge of customer workflows, and relevant competitor intelligence.
* Work with teams across the organisation including sales, marketing, to set best practices and deliver self-serve and training materials for products within your product vertical and embed these internally and externally.
* Be an ambassador for the Lens platform and delivering communication of product enhancements across the organisation and our customer base.
* Deepen your network of relationships with key contacts across our customer base to understand their roles and workflows.
** About you and how you can excel in the role
** You will:
* Have experience in a Customer Education role within a b2b sales, data analytics or SaaS based solutions organisation.
* Have experience in oil & gas, energy, or natural resources.
* Have presentation, public speaking, communication and training skills and experience.
* Have a proven track record in collaborating with different internal teams to achieve commercial success.
* Be passionate about product knowledge, growing the business and have a genuine…