Customer Success Specialist

LNRS Data Services Inc. Company; Houston (TX); On-site; USD 45,000 - 74,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

ICIS is seeking a Customer Success Manager to lead engagement strategy for a portfolio of accounts, building trusted relationships, understanding customer goals, and collaborating to improve retention, adoption, and growth.

Fluent English required with additional Portuguese/Spanish preferred; strong communication, time management, and cross-functional collaboration skills are essential for success in this role.

Qualifications

• Fluency in English is required.
• Proficiency in Portuguese and/or Spanish is preferred.
• Client-facing experience in Customer Success, Account Management, or related roles.
• Strong verbal and written communication skills to influence stakeholders.
• Excellent time management and multitasking abilities.
• Proactive, self-directed, able to work independently.
• Experience with Salesforce is a plus.
• Curious, adaptable mindset and a drive to improve outcomes.

Responsibilities

• Proactively help customers achieve desired outcomes by understanding their business models and engaging with them.
• Collaborate with account managers to improve retention, satisfaction, and product adoption.
• Develop deep understanding of assigned accounts and identify engagement opportunities across ICIS.
• Establish and maintain relationships with client contacts and identify growth opportunities.
• Use data and insights to drive engagements and monitor impact on behavior and outcomes.
• Build stakeholder maps and customer personas; coordinate with internal and external teams.
• Gather customer feedback and share value with the organization; develop testimonials.
• Travel to visit customers or represent ICIS at events when required.

Skills

English fluency

Portuguese/Spanish proficiency

Client-facing experience

Communication skills

Time management

Project management

Salesforce experience

Microsoft Office

Curiosity/Adaptability

Tools

Salesforce

Microsoft Office

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.

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.

USA Job Seekers: EEO Know Your Rights.

At LexisNexis® Risk Solutions, our businesses span multiple industries providing customers with innovative technologies, information-based analytics, decisioning tools and data management services that provide market-specific solutions. Approximately 11,100 employees in offices throughout the world support our brands by serving customers in more than 190 countries and territories. LexisNexis® Risk Solutions is part of RELX, a global provider of information and analytics for professional and business customers across industries. For more information, please visit www.risk.lexisnexis.com and www.relx.com.