Strategic Customer Success Manager

Relx Plc; 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 workflows, and collaborate across ICIS to improve retention, adoption and growth.

You will use data to drive engagements, map stakeholders, and identify whitespace and cross-sell opportunities, while travel may be required to meet customers. Fluent English is required; Portuguese/Spanish are a plus.

Qualifications

• Fluent English required; Portuguese and/or Spanish preferred.
• Client-facing experience in Customer Success or Account Management.
• Strong verbal and written communication with ability to influence across global teams.
• Proactive, self-directed with ability to manage multiple priorities with minimal supervision.

Responsibilities

• Proactively help customers achieve 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 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.

Skills

English fluency

Communication

Time management

Project management

Problem-solving

Prioritization

Multitasking

MS Office

Outlook

Excel

PowerPoint

Teams

Curiosity

Adaptability

Continuous improvement mindset

Tools

Salesforce

Job description

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 workflows, and collaborate across ICIS to improve retention, adoption and growth.

You will use data to drive engagements, map stakeholders, and identify whitespace and cross-sell opportunities, while travel may be required to meet customers. Fluent English is required; Portuguese/Spanish are a plus.