Customer Success Specialist

RELX Inc.; Houston (TX); On-site; USD 45,000 - 74,000; Full time

Job summary

RELX INC, through its ICIS division, is seeking a Customer Success Manager in the United States. You will lead the customer engagement strategy for a portfolio, build trusted relationships, and drive retention, satisfaction, product adoption, and growth.

Strong English communication and cross-functional collaboration are essential. You will work with account managers to enhance client experience, identify engagement opportunities, and use data to prove impact.

Qualifications

• Fluency in English required; Portuguese/Spanish preferred.
• Experience in Customer Success, Account Management, or related role.
• Strong written and verbal communication; ability to influence stakeholders.
• Excellent time management, prioritization, and multitasking abilities.
• Ability to work independently and collaboratively across global teams.

Responsibilities

• Proactively drive customer outcomes by understanding customers' business models and goals.
• Partner with account managers to improve retention, satisfaction, and product adoption.
• Develop knowledge of accounts and identify meaningful engagement opportunities.
• Maintain relationships with client contacts and uncover growth opportunities.
• Use data to drive engagements and monitor impact on customer behavior.
• Create stakeholder maps and customer personas; work with internal/external teams for outcomes.
• Capture customer feedback and share value stories with the organization.
• Travel to visit customers or represent ICIS at events when required.

Skills

Client-facing experience

Communication skills

Time management

Project management

Problem solving

Multitasking

Independent working

Cross-functional collaboration

MS Office

Salesforce experience

Tools

Salesforce

Microsoft Office

Job description

Houston, TX

Full time

R120457

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 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.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.