Customer Success Specialist

RELX•Houston, TX

3d•$44,500 - $74,100

About The Position

The Customer Success Specialist delivers the Customer Success engagement strategy for a portfolio of accounts. The role builds trusted customer relationships, develops an understanding of customer goals and workflows, and collaborates across ICIS to improve retention, satisfaction, product adoption, and growth. It involves proactive, value-based customer engagement, using data and insights to support customer outcomes and continuous improvement. Travel to customer visits or ICIS events, conferences, or trade shows may be required in line with applicable travel guidelines.

Requirements

Fluency in English.
Client-facing experience in Customer Success, Account Management, or a related role.
Strong verbal and written communication skills, including the ability to influence stakeholders and build relationships across global teams and organizational levels.
Strong time management, project management, problem-solving, prioritization, and multitasking skills.
Proactive and self-directed, able 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.
Curious and adaptable, with a willingness to ask questions, challenge assumptions, learn from challenges, and pursue better customer and business outcomes.
A passion for delivering a world-class customer experience and a positive, creative, collaborative, continuous-improvement mindset.

Nice To Haves

Additional proficiency in Portuguese and/or Spanish.
Experience working with Salesforce.

Responsibilities

Help customers achieve desired business 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 client experience, retention, customer satisfaction, and product adoption.
Develop a comprehensive understanding of assigned accounts, identify engagement opportunities, and collaborate 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 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 with internal and external stakeholders to deliver Customer Success outcomes.
Gather and share customer feedback with the wider organization, and develop 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.