Customer Success Specialist (Hybrid)

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 the link below. https://www.icis.com/explore

About our Team

ICIS is part of LexisNexis Risk Solutions, a portfolio of brands that span multiple industries providing customers with innovative technologies, analytics and data services that provide market-specific solutions. Drawing upon our legacy, we are in a unique position to leverage data and analytics as part of RELX, a FTSE 15 data and analytics company with over 35,000 employees across about 40 countries. From specialty commodity price reporting to seamlessly providing data and analytics, ICIS has a rich 152-year heritage.

About the Role

As a Customer Success Executive, you will implement a creative and comprehensive approach to the post-sales customer life-cycle. You will support with customer success and account retention.

Fluency in English is a must, with a preference for candidates proficient in either Spanish, Portuguese, or both languages.

Responsibilities

• The position will be hybrid, requiring 3 days per week in office.

• Collaborating with Marketing, Sales, and Customer Support to deliver product training, marketing collateral, and product rollouts

• Collaborating with Sales and Customer Support teams to provide post-sales support leveraging our information solutions

• Contributing to the development and improvement of customer support processes and procedures.

• Designing tailored sales proposals with PowerPoint presentations to fit client's requirements and budget, providing excellent customer support and customer experience

• Developing and implementing customer support strategies to meet business goals and objectives.

Requirements

• Have excellent communication skills to interact with clients and internal teams effectively. Possess excellent problem-solving abilities to address client inquiries and resolve issues efficiently.

• Be able to analyze data and identify trends to improve customer support processes

• Be able to collaborate effectively with sales, product management, RN, and customer support teams.

• Be familiar with customer support software and tools

• Be proficient in customer support metrics and use data to enhance performance

• Demonstrate a solid background in Technical Customer Support through relevant experience

• Experience in technical customer support or a related field, supported by a history of notable achievements over an extensive career.

Learn more about the LexisNexis Risk team and how we work here

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At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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