Customer Success Specialist

About Our Team

ICIS is the global source of Independent Commodity Intelligence Services. We connect data, markets, and customers to create a comprehensive, trusted view of the global commodities markets, enabling smarter business decisions that optimize the world’s resources. At ICIS, we help businesses make strategic decisions, mitigate risk, improve productivity, and capitalize on new opportunities. We make some of the world’s most important markets more trusted and predictable through our services.  

Our success is based on the strategic value we bring to our clients and customer experience is vital to building long-term relationships and profitability, creating a differentiated brand and credibility in the market. Ensuring customers maximize value at the point of use and can easily access information, to drive decisions is critical to our strategy and business objectives.

 Our Customer Success Team are at the forefront of success for our customers, delivering a world-class customer experience, focused on their journeys across all digital platforms.

We are looking for an individual who is able use their tenacity and initiative to support our customers and assist them to maximize the value from relationships and services to achieve their business goals.

Responsabilities:

Customer Relationship Management

• Delivery of the Customer Success engagement strategy for an assigned portfolio of customer accounts, including:  
• Proactively engage customers throughout their lifecycle to support onboarding, adoption, value realization, and long-term customer satisfaction.
• Develop a strong understanding of customer business objectives, workflows, decision making processes, and challenges through effective discovery and ongoing engagement.
• Build and maintain trusted relationships with users, champions, decision makers, and other key stakeholders within assigned accounts.
• Deliver onboarding sessions, training, and enablement activities that help customers effectively utilize ICIS products and services within their day-to-day workflows.
• Use customer insight and engagement data to identify opportunities to increase adoption, improve engagement, and reduce customer risk.
• Create and maintain stakeholder maps, customer profiles, and engagement plans to support meaningful and value-based interactions.
• Partner closely with Account Managers to support customer retention, renewal readiness, advocacy, and the identification of qualified growth opportunities.
• Collaborate with Product, Editorial, Marketing, Sales, Support, and other internal stakeholders to ensure customer needs, feedback, and priorities are understood and addressed.
• Capture, document, and share customer insights, feedback, success stories, and value statements to support customer outcomes and inform business decisions.
• Maintain accurate records of customer activities, engagement outcomes, risks, opportunities, and follow up actions within Salesforce and other approved systems.
• Contribute to the continuous improvement of Customer Success processes, programs, content, and customer engagement strategies.
• Travel to customer locations, conferences, industry events, and trade shows when required to strengthen customer relationships and represent ICIS.
• Support cross-functional projects and initiatives that contribute to Customer Success objectives and broader business goals.

Skills and Behaviors:

• Naturally curious, with the ability to conduct effective discovery conversations that uncover customer goals, workflows, decision making processes, challenges, data requirements, and opportunities to increase engagement and adoption.
• Strong relationship building and communication skills, with the ability to establish credibility and engage effectively with customer and internal stakeholders at all levels.
• Ability to conduct effective discovery conversations and translate customer insights into relevant, value-based engagements.
• Proactive and self-motivated, with the ability to manage a portfolio of accounts, balance competing priorities, and work independently with a high degree of accountability.
• Strong organizational and time management skills, with attention to detail and the ability to manage multiple activities simultaneously.
• Comfortable presenting, facilitating onboarding sessions, delivering training, and engaging customers in both individual and group settings.
• Analytical mindset with the ability to interpret customer engagement data, identify trends, assess risk, and prioritize opportunities for action.
• Strong problem-solving skills and the ability to adapt approach based on customer needs, feedback, and changing business priorities.
• Demonstrated ability to collaborate effectively across Customer Success, Sales, Product, Support, Marketing, and other cross functional teams.
• Excellent verbal and written communication skills, including the ability to communicate complex information clearly and professionally.
• Passionate about delivering an exceptional customer experience and helping customers realize value from their investment in ICIS.
• Committed to continuous learning, professional development, and process improvement.

Requirements:

• Bachelor's degree required.
• 3 to 5 years of client facing experience in Customer Success, Account Management, Customer Enablement, Consulting, Market Intelligence, Data Services, or a related field.
• Fluency in English and at least one additional language is required. Preferred additional languages include Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, and Korean, although other language proficiencies relevant to ICIS's global customer base are also valued.
• Experience using Microsoft Office applications, including Outlook, Excel, PowerPoint, and Teams.
• Experience working with Salesforce or a similar CRM platform preferred.
• Experience managing customer relationships within a B2B environment preferred.

Language requirements: Fluency in English and at least one additional language is required. Preferred additional languages include Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, and Korean, although other language proficiencies relevant to ICIS's global customer base are also valued.

Report to: Head of Customer Success and Support

Location: NYC, NY USA

At ICIS, we are a team that thrives on innovation and collaboration in a diverse and inclusive culture. We take pride in finding the best people. This is not just about a proven track record, but about who you are and how you work. How we do things is just as important as what we do. We search for the behaviors that will make the difference in our team. It starts with drive and the desire to achieve, succeed, and grow. Really caring and ensuring delivery and getting things done. Taking ownership and thriving with empowerment. Not afraid to take calculated risks and fail. We put the customer first and have a thirst for learning. If this is you, then get in touch.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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