Customer Success Specialist

RELX • Houston, TX

2d

About The Position

ICIS helps companies make strategic, sustainable decisions by bringing transparency to global commodity markets and providing data and intelligence across value chains. Its customers have access to price assessments, reports and forecasts, news, and supply-and-demand data.

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. The position calls for strong communication and customer focus in a fast-paced environment, along with adaptability, composure, curiosity, and an entrepreneurial approach to problem-solving. Travel to customers or events may be required.

Requirements

• Fluency in English.
• 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, able to take ownership, work independently, collaborate effectively, and manage multiple priorities with minimal supervision.
• Experience with Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Teams.
• Curiosity and adaptability, including willingness to ask questions, challenge assumptions, learn from challenges, and seek better customer and business outcomes.
• Commitment to delivering a world-class customer experience, with a positive, creative, collaborative, and 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, conducting value-based conversations, and serving as a trusted connection between customers and ICIS.
• Work effectively with account managers to improve the client experience, retention, customer satisfaction, and product adoption.
• Build an understanding of assigned accounts, identify engagement opportunities, and coordinate cross-functionally to make engagements relevant, impactful, and value driven.
• Establish and maintain relationships with client contacts, deliver appropriate engagements, and identify whitespace and growth opportunities.
• Use data and insights to guide 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 across the 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 accordance with applicable travel guidelines.

Benefits

• Country-specific benefits are offered; details depend on location.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed