• Lead and scale multiple agile engineering teams delivering high-impact CRM integration capabilities across the Genesys Cloud platform • Own end-to-end delivery across integration domains, ensuring alignment on priorities, dependencies, and execution outcomes across teams • Drive technical strategy for CRM integrations, enabling scalable, reliable, and secure solutions across Salesforce, ServiceNow, Zendesk, and partner ecosystems • Influence architectural decisions across teams, balancing short-term delivery with long-term platform evolution and performance • Partner with Product Management and senior stakeholders to translate business priorities into execution plans that deliver measurable customer and platform impact • Build and evolve modern integration architectures using REST APIs, cloud-native services, and web-based UI frameworks • Strengthen engineering excellence by driving best practices in code quality, testing, CI/CD, and operational reliability • Develop and mentor managers and engineers, fostering accountability, growth, and a culture of collaboration and continuous improvement • Identify and resolve delivery risks early, ensuring predictable execution across complex, multi-team initiatives • Collaborate with internal architects and external partners to design and deliver strategic integrations that expand platform capabilities and ecosystem value

• This exciting role will be a fit for a person who naturally has a desire to help and assist others in being successful • The role will be focused on managing a portfolio of new clients in their first 6 months as a customer of the bank • Your goal will be to grow spend volume and revenue above existing benchmark to maximize the return we see from each new customer • Responsibilities include training new customers on products and technology platforms, monitoring customer spends and behaviors for ongoing management and intervention to improve performance, working with various departments to source solutions to client assistance issues, work closely with sales team to strategize on non-responsive programs.

Role Description Wood Mackenzie is looking for a Lead Customer Success Manager to take ownership of a curated portfolio of high-value Power & Technology clients, including hyperscalers and large technology companies, during a critical period of growth and customer engagement. This is a 6-month fixed-term contract (maternity leave cover), designed for a high-impact, senior contributor who can step in quickly, build credibility with executive stakeholders, and drive measurable outcomes across a strategic set of accounts. You won’t just manage accounts, you’ll help customers solve complex, high-stakes challenges at the intersection of energy markets, infrastructure, and technology, where decisions directly impact capital allocation, product strategy, and long-term growth. What You’ll Do - Drive Customer Value & Strategic Outcomes - Act as a trusted advisor to senior stakeholders - Help customers navigate their current subscriptions, which could include coverage of: - Power market exposure and cost optimization - Supply chain and infrastructure planning - Energy transition and sustainability initiatives - Deliver tailored success programs that drive measurable ROI and adoption - Lead High-Impact Engagements - Own and elevate Quarterly Business Reviews focused on outcomes and strategic alignment - Translate complex usage data into clear, actionable insights - Ensure onboarding, adoption, and long-term engagement are optimized - Protect and Grow Strategic Accounts - Monitor account health and proactively mitigate risk - Identify expansion opportunities aligned to customer strategies - Partner with Sales on renewals, retention, and growth - Be the Voice of the Customer - Capture customer feedback and influence Product, Research, and Commercial teams - Advocate for improvements that enhance customer outcomes - Contribute Beyond the Portfolio - Develop and refine playbooks for Power & Technology customers - Share best practices and help scale Customer Success effectiveness What Success Looks Like - Stabilize and strengthen engagement across all assigned accounts - Increase adoption across underutilized products and workflows - Reduce risk across at-risk accounts through proactive plans - Identify and progress expansion opportunities with Sales - Contribute at least one scalable playbook or best practice for the Tech segment About You Experience - Proven success managing complex, high-value B2B accounts - Bachelor’s degree in Business, Finance, Economics, or a related field - 2+ years of experience in customer success, account management, or client-facing roles - Experience supporting technology companies a plus Domain Knowledge - Understanding of power markets, energy transition, or infrastructure trends - Ability to connect energy insights to technology and business strategy Skills - Strong stakeholder management and influencing ability - Analytical mindset with ability to turn data into insight - Advanced presentation skills - Experience with Salesforce and Customer Success platforms Attributes - Self-sufficient, proactive, and outcome-oriented - Curious, adaptable, and solutions-focused - Collaborative and team-oriented Working Style - Flexibility to work across global time zones - Travel as needed for strategic customer engagement (~10–20%) Contract Details - 6-month fixed-term contract (maternity leave cover) - Focused on delivering immediate, measurable impact across strategic accounts 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. If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.

• Help practices run on the NextPatient suite and support them day-to-day • Work under Client Success Managers to cover clients • Advocate for product enhancements desired by clients • Manage your own clients as skills and confidence grow