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 customers and customer experience is vital to build 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.

About our Team:

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. The partnership between Sales and Sales Support can be very diverse to meet each customer’s needs.  Their relationship allows sellers to focus on sales while sharing the load of regular maintenance. This close-knit team has members that have been with RELX for decades and know all the ins and outs of Risk and beyond.  From contracts and account set up to product support and billing, Sales Support consults; enters requests according to internal processes; develops processes for current and new procedures; and tracks and communicates these projects both internally and externally.  

About the Job: 

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.

Key Accountabilities:

• Proactively help our customers achieve their desired business outcomes by increasing knowledge of their business models, by engaging in value-based conversations and by being the glue between customer and ICIS

• Working effectively with account managers to ensure an excellent Customer experience, aiming to improve retention, Customer satisfaction and adoption of ICIS products  

• Developing a comprehensive understanding of your accounts and opportunities for engagement; Work cross functionally to ensure they are impactful and valuable engagements  

• Establishing relationships with Customer contacts and take ownership of delivering engagements as is appropriate with each. Capitalize on these relationships to help identify white space and growth opportunities

• Use data to drive effective engagements and monitor impact on Customer behavior 

• Work collaboratively as part of the Customer Success team and support incoming projects as they might arise

• Build stakeholder maps, identify customer personas, and customer workflows

• Gather and share customer feedback to the wider organization. Deliver value statements and testimonials by providing extra value to our customer and leverage relationships

• Drive innovation to improve the way we work and collaborate with other teams

Skills and Behaviors:

• Excellent written and verbal communication skills in English and additional would be great in French, Polish, and or Turkish

• Able to take initiatives, to work on your own as well as part of a team, and be able to work with minimal supervision managing multiple deadlines

• Possess excellent time and project management skills

• Curious about everything, willing to ask questions and challenge the status quo to provide better customer and business outcomes

• A positive/’can do’ attitude and a passion for delivering exceptional customer service

• Self-motivated, highly organized, and able to prioritize and multitask

• Passionate about delivering a world-class customer experience

• Enthusiastic and creative with the ability to inspire others and our customers

• Committed to continuous learning and performance improvement

• Have a clear vision of what you want to achieve and be willing to make mistakes and grow from the process

• 3-5 years of Customer facing experience, ideally in a Customer Success or Account Manager position

• Excellent team player with a willingness to collaborate to achieve crucial objectives. Ability to quickly adapt to changes