Customer Success Specialist

Lexis Nexis; Houston (TX); On-site; USD 45,000 - 74,000; Full time

Job summary

ICIS is seeking a Customer Success Manager to lead the engagement strategy for a portfolio of accounts. You will build trusted relationships, understand client goals, and collaborate across ICIS to drive retention, satisfaction, product adoption, and growth.

You will proactively engage customers, work with account managers to enhance the client experience, and identify opportunities to deliver value. The role involves travel to visit customers and represent ICIS at events as needed.

Qualifications

• Fluency in English required; Portuguese/Spanish preferred.
• Client-facing experience in Customer Success or related role.
• Strong verbal and written communication to influence stakeholders.
• Excellent time management, project management and multitasking.
• Self-directed, able to work independently with minimal supervision.
• Experience with Microsoft Office Suite and Salesforce is a plus.

Responsibilities

• Proactively help customers achieve their desired outcomes by understanding their business models, engaging in value-based conversations, and acting as a trusted connection between customers and ICIS.
• Work effectively with account managers to improve retention, customer satisfaction, and product adoption.
• Develop a comprehensive understanding of assigned accounts, identify engagement opportunities, and collaborate across teams to ensure relevant engagements.
• Establish and maintain relationships with client contacts, deliver engagements, and identify whitespace and growth opportunities.
• Use data and insights to drive engagements, monitor impact on customer behavior and outcomes, and support continuous improvement.
• Build stakeholder maps, identify customer personas, understand workflows, and coordinate with internal/external stakeholders.
• Gather and share customer feedback with the wider organization, develop value statements and testimonials.
• Travel to visit customers or represent ICIS at events when required.

Skills

Fluent English

Client-facing

Communication

Time management

Project management

Multitasking

Independent work

Tools

Salesforce

Outlook

Excel

PowerPoint

Teams

Job description

About the Business

At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel, and supply and demand data. You can learn more about ICIS at https://www.icis.com/explore.

About our Team

Our teams are fuelled by curiosity, relentlessly pursuing better customer outcomes. We're on a mission to deliver an unparalleled customer experience, excelling in communication. In a fast-paced environment, we thrive, embracing change with flexibility and composure under pressure. Our high-energy, self-motivated individuals are driven by a genuine desire to make a positive mark on our business. But that's not all - we're creative problem solvers with an entrepreneurial spirit.

About the Role

As a Customer Success Manager, you will deliver the Customer Success engagement strategy for a portfolio of accounts. You will build trusted customer relationships, develop a deep understanding of customer goals and workflows, and collaborate across ICIS to improve retention, satisfaction, product adoption, and growth.

Responsibilities

• Proactively help customers achieve their desired business outcomes by developing a deep understanding of their business models, engaging in value-based conversations, and acting as a trusted connection between customers and ICIS.
• Work effectively with account managers to ensure an excellent client experience, with a focus on improving retention, customer satisfaction, and product adoption.
• Develop a comprehensive understanding of assigned accounts, identify meaningful engagement opportunities, and work cross-functionally to ensure engagements are relevant, impactful, and value driven.
• Establish and maintain strong relationships with client contacts, deliver appropriate engagements, and identify whitespace and growth opportunities.
• Use data and insights to drive effective engagements, monitor their impact on customer behavior and outcomes, and support innovation and continuous improvement.
• Build and maintain stakeholder maps, identify customer personas, understand customer workflows, and work closely with internal and external stakeholders to deliver Customer Success outcomes.
• Gather and share customer feedback with the wider organization, developing value statements and customer testimonials by delivering additional value and leveraging trusted relationships.
• Travel to visit customers or represent ICIS at events, conferences, or trade shows when required, in line with applicable travel guidelines.

Requirements

• Fluency in English is required. Additional proficiency in Portuguese and/or Spanish is preferred.
• Client-facing experience in Customer Success, Account Management, or a related role.
• Strong verbal and written communication skills, with the ability to influence stakeholders and build relationships across global teams and at all organizational levels.
• Strong time management, project management, problem-solving, prioritization, and multitasking skills.
• Proactive and self-directed, with the ability to take ownership, work independently, collaborate effectively, and manage multiple priorities with minimal supervision.
• Experience using Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Teams; experience working with Salesforce is a plus.
• Naturally curious, adaptable, and willing to ask questions, challenge assumptions, learn from challenges, and seek better customer and business outcomes.
• Passionate about delivering a world-class customer experience, with a positive, creative, collaborative, and continuous-improvement mindset.

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.

USA Job Seekers:

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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