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Client Success Executive - ICIS - Japan

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Customer Services - Support & Training
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Reed Business Information
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ASC00039 Requisition #


ICIS is a division of RELX Group, a FTSE 20 company with revenues of $10 billion in 2018 and an employee base of over 30,000 across 40 countries. We exist to help businesses in the energy, petrochemical and fertilizer industries make strategic decisions, mitigate risk, improve productivity and capitalise on new opportunities. At ICIS we make some of the world’s most important markets more trusted and predictable by providing data services, thought leadership and decision tools. Thousands of decisions are taken across supply chains every day using our intelligence and we make this possible through a global presence that delivers the targeted, local insights customers need to achieve growth in a rapidly changing world.

We shape the world by connecting markets to optimise the world’s valuable resources.  With a global team of more than 600, ICIS has employees based in locations such as London, New York, Houston, Karlsruhe, Milan, Mumbai, Singapore, Guangzhou, Beijing, Shanghai, Dubai, Sao Paulo, Seoul, Tokyo and Perth.

 

Purpose of the Role

Our Customer Success Executives are responsible for providing a proactive and progressive approach to customer initiatives which underpin our growth ambitions at ICIS.  As a Customer Success professional you will support customers to become digitally native, resulting in a significant contribution to the adoption and consumption of our offerings and increase customer satisfaction, engagement, loyalty, innovation and revenue.

Our success is based on the strategic value we bring to our customers and customer experience is vital to build long-term relationships and profitability, creating a differentiated brand and credibility in market. Ensuring customers maximize value at the point of use and are able to easily access information, to drive decisions is critical to our strategy and business objectives. Our Customer Success Executives will underpin this and own driving success for our customers, delivering a world-class customer experience, focused on their journeys across all digital platforms. This role includes day to day Customer Success activities (e.g. on-boarding, product usage support and training, general support services, adoption, advocacy, retention, etc.) and supporting sales with targeted outcomes (e.g., renewals, up-sell, etc.).

To ensure we support our customers the best way we can, we have Customer Success Executives close to our customers with global teams in all of our key markets. We are looking for a Customer Success Executive in

who is comfortable in taking the initiative to support our customers and assist them to maximise value in relationships and services to achieve with their business goals.


We’re looking for a passionate individual who will join a growing team to accomplish our vision to shape the world by connecting markets to optimise global resources.

 

 

Key Accountabilities:

  • Proactively help our customers achieve their desired outcomes using our products and services. The purpose and objective is to establish full value of our solutions making them an effective and integral part of the organisations workflow
  • Drive greater adoption, retention and life-time value by aligning goals for a mutually beneficial outcome
  • Develop close working relationships with customers and have the tenacity to push, educate and challenge new ways of thinking for our customers
  • Travel and visit customers to build on existing good relationships when required creating positive momentum, and showing ICIS as a differentiator
  • On-board new customers and build client focussed relationship management for our existing customers
  • Build stakeholder maps, identify customer personas and map onboarding journeys and customer workflows
  • Retain and grow the business by increasing user engagement with our solutions
  • Identify, establish and measure customer value and results achieved.
  • Metric reviews for upsell, retention, churn rate and NPS scores
  • Analyse usage data and trends to identify customer value recognition, adoption, and potential customers at risk
  • Gather and share customer feedback to the wider organization.
  • Identify customers goals to encourage customisation, training and relationship alignment
  • Collaborate with and support sales account managers ensuring we maintain customer retention at high levels and increase lifetime value
  • Utilise resources and data to increase sustainable proven value for both customers and the business leading to accelerated sales and growth opportunities.

Skills and Behaviours:

  • Curious about everything, willing to ask questions and challenge the status quo in order to provide better customer and business outcomes
  • Passionate about delivering a world-class customer experience
  • Enthusiastic and creative with the ability to inspire others and our customers
  • Obsessed with desire for continuous learning and performance improvement
  • Able to communicate and influence across global locations and teams, listening and challenging
  • collaboratively 
  • Excellent problem-solving skills and ability to exercise initiative.
  • Self-motivated, well organized and able to prioritise.
  • Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service.
  • 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
  • Bilingual English/Japanese

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