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Client Service Representative - ICIS - Houston

Customer Services - Support & Training
Reed Business Information
REE00BFO Requisition #

ICIS is a division of Reed Business Information, part of RELX Group. Part of the $10bn FTSE100 RELX Group, Reed Business Information (www.reedbusiness.com/uk) is a globally renowned data analytics and information company. We are the world's largest petrochemical market information provider and have fast-growing energy and fertilizer divisions. With a global staff of more than 800, ICIS has employees based around the world. 

Our aim is to give companies in global commodities markets (like Shell, Unilever & ExxonMobil) a competitive advantage by delivering valuable information and analytics tools which enable our customers to identify and react to opportunities in markets which are constantly evolving. 

To be able to support our customers the best way we can, we have Client Success people close to our customers with teams in Dubai, Houston, London, New York and Singapore. 

For our Client Success team in Houston we are looking for a Client Success Executive who is comfortable in taking the initiative and will wow our customers. 

Your key responsibilities

In your role as Client Success Executive you pro-actively help our customers getting the full value out of the solutions we offer them. You will serve as the customer’s primary point of contact.

Other key responsibilities include:
• On-boarding of new customers.
• Retain and grow the business by increasing user engagement with our solutions.
• Make use of client usage data to identify risks and minimize those risks.
• Gather and report customer feedback to the wider organization.
• Promote, provide and encourage training.
• Providing support to inbound client inquiries via telephone, email and live chat.
• Identifying root causes of issues and solve them.
• Collaborating with and supporting our sales account managers to ensure we maintain our high retention rates.

What we need from you

You have the ability to think on your feet. You will not always know the right answer, but you’re the kind of person who is always up for the challenge. You’ll rely on your resources and quickly research a response.

To be successful in this role, you cannot do without a deep understanding of client businesses and their needs. We will help you in gaining this expertise with extensive training but you need to be an eager learner. 

Other skills that are required:
• Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service. 
• Excellent problem solving skills and ability to exercise initiative.
• Self-motivated, well organized and able to prioritise.
• Effective written and verbal communication skills.
• Ability to build relationships internally across different levels of the organisation and externally.
• Awareness of working with various Web Browsers, good knowledge of MS Office.
• Team player
• Fluency in English and Spanish desirable

Reed Business Information benefits package

Working for Reed Business Information means working for a technology driven organisation. We are listed amongst the world’s top-100 ‘online superpowers’. 
We offer new hires a world-class training program and the opportunity to work in an energetic, growing and fast-paced environment. 

Reed Business, a division of RELX Group, is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com

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