Customer Success Specialist

LexisNexis Risk Solutions; 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 drive engagement strategy across a portfolio of accounts. You will build trusted relationships, understand customer goals, and collaborate with ICIS teams to improve retention, satisfaction, product adoption, and growth.

You will work with account managers to ensure excellent client experiences, identify opportunities, and deliver value-driven engagements, including travel to client sites or events as needed.

Qualifications

• Fluency in English is required; Portuguese and/or Spanish preferred.
• Client-facing experience in Customer Success, Account Management, or related role.
• Strong verbal and written communication skills and ability to influence stakeholders.

Responsibilities

• Proactively help customers achieve their goals by understanding their business models and engaging in value-based conversations.
• Collaborate with account managers to improve retention, satisfaction, and product adoption.
• Develop a deep understanding of assigned accounts, identify engagement opportunities, and work cross-functionally to ensure relevance and impact.
• Establish and maintain strong 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 support innovation and continuous improvement.
• Build stakeholder maps, identify customer personas, understand workflows, and work with internal and external stakeholders to deliver outcomes.
• Gather and share customer feedback, develop value statements and testimonials through trusted relationships.
• Travel to visit customers or represent ICIS at events as required.

Skills

English fluency

Client-facing

Communication skills

Time management

Project management

Independent work

MS Office

Tools

Salesforce

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.
• Click here to access benefits specific to your location.

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