Description
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
- Fluent English, Portuguese, and Spanish.
- 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.
Benefits
We are delighted to offer country-specific benefits. Click here to access benefits specific to your location.
Salary
U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.