RELX Group Client Services Associate - ICIS - Houston, US in Texas
Client Services Associate - Trainer (Houston)
ICIS is the world's largest petrochemical market information provider and has fast-growing energy and fertilizer divisions. Our aim is to give companies in global commodities markets a competitive advantage by delivering trusted pricing data, high-value news, analysis and independent consulting, enabling our customers to make better-informed trading and planning decisions. We have more than 30 years’ experience in providing pricing information, news, analysis and consulting to buyers, sellers and analysts.
With a global staff of more than 800, ICIS has employees based in Houston, Washington, New York, London, Montpellier, Dusseldorf, Karlsruhe, Milan, Mumbai, Singapore, Guangzhou, Beijing, Shanghai, Yantai, Tokyo and Perth. Some 350 of ICIS’s staff are journalists engaged in reporting market prices and news, and ICIS is fully committed to upholding the highest journalistic principles of verification, corroboration and authentication.
As the Client Service Trainer you will be responsible for engaging and training clients remotely and face to face, ensuring that they utilise subscribed services to their full potential in order to streamline workload and increase capacity. It is also key to keep abreast of changes to our platforms to ensure customers have access to the latest information and features.
Another key role is to communicate the latest products and services and passing opportunities to sales teams. From there manage the full customer journey, from initial registration through becoming loyal and regular users of our service. A crucial part of this role is reviewing client engagement to ensure we are successful at retaining and growing our business, this includes feeding back client experiences and new requirements.
Day-to-day tasks will include:
• ·On boarding new customers
• ·Routine calling program with existing customers
• ·Providing customer support via our CRM system
• ·Acquisition of new customers via email and telephone
• ·Engagement program renewals
• ·Identifying new opportunities and implementing strategies to gain new customers
• ·Creating sales and client support material in order to assist with our programmes
• Administration tasks including reporting from our various in-house systems to support Client Service work and Sales support
You should have excellent communication skills with a positive attitude and a passion for delivering exceptional customer service. You’ll be naturally patient, calm and enjoy helping people to overcome issues.
You’ll enjoy working as part of a dynamic team and use the knowledge you gain from conversations with their customers to help improve the product and push the business forward.
To really excel in this position you’ll take full ownership over Customer Success, constantly identifying ways to develop the role and maximise the impact it has on the business.
The key skills required include:
·Ability to quickly build rapport – you should be able to easily engage their customers in conversations, understanding the issues they face and how the business can help.
·Fast learner – you’ll be in a fast paced environment where you’ll need to be able to quickly absorb a lot of information.
·Goal oriented – you’ll need to relish the opportunity to help achieve and exceed targets
·Analytical – you should be comfortable processing customer data to segment and target users based on multiple criteria
·Excellent written and verbal communication skills
·Previous experience in a customer services or sales role
Spanish language a preference
ICIS is part of Reed Business Information (RBI), a division of the RELX Group
Reed Business Information (RBI) provides information, analytics and data to business professionals worldwide. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day. RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.
RBI 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 email@example.com . EEO is the Law. EEO is the Law Supplement
RBI General Benefits Package
- 401k match of 5%
- 18 Days Holiday
- Paid Charity Days – 2 days per year
- Benefits start upon hire date
- Excellent OTE & Competitive Salaries
Job: Customer Services - Support & Training
Organization: Reed Business Information Inc.
Title: Client Services Associate - ICIS - Houston, US
Requisition ID: REE006R4