About the Team

ICIS is the global source of Independent Commodity Intelligence Services, connecting data, markets, and customers to provide a comprehensive and trusted view of global commodities markets. Our insights enable businesses to make strategic decisions, mitigate risk, improve productivity, and capitalize on new market opportunities.

The Customer Success Team is at the forefront of ensuring our clients realize maximum value from ICIS solutions. We deliver a world‑class customer experience across all digital platforms, strengthening customer relationships, driving adoption, and supporting long‑term business success.

About the Role

As a Client Success Specialist, you will play a pivotal role in helping customers achieve their business goals through meaningful engagement, strategic guidance, and value-driven interactions. You will proactively build strong relationships, ensure customers maximize value from ICIS solutions, and collaborate closely with internal teams to enhance retention, adoption, and satisfaction. This role requires curiosity, initiative, and a passion for delivering exceptional customer experiences. You will act as a trusted partner to your portfolio of accounts, identifying new opportunities for growth and continuously driving innovation in how we support and engage customers.

Responsibilities

Customer Relationship Management & Engagement

• Deliver the Customer Success engagement strategy for a portfolio of accounts.
• Build a deep understanding of customer business models to proactively support achievement of desired outcomes.
• Engage in value-based conversations and act as a trusted connection between customers and ICIS.
• Partner closely with account managers to improve retention, satisfaction, and product adoption.
• Develop a comprehensive understanding of assigned accounts and identify meaningful engagement opportunities.
• Work cross-functionally to ensure customer engagements are relevant, impactful, and aligned to business needs.
• Establish and maintain strong relationships with key client stakeholders.
• Identify whitespace and growth opportunities through trusted advisor-level relationships.
• Use data and insights to influence customer behavior and measure engagement success.
• Collaborate within the Customer Success team and support cross-team initiatives.
• Work closely with internal and external stakeholders across ICIS to deliver effective Customer Success outcomes.
• Build and maintain stakeholder maps, identify customer personas, and understand key workflows.
• Gather, share, and communicate customer feedback across the organization.
• Develop customer value statements and testimonials by demonstrating measurable value.
• Travel to meet customers or represent ICIS at events and conferences when required.
• Drive continuous improvement and innovation in Customer Success processes and collaboration.

Requirements

Skills & Behaviors

• Must speak English, Spanish and Portuguese
• Naturally curious with the confidence to ask questions, challenge assumptions, and seek optimal outcomes.
• Proactive, self-directed, and able to manage multiple priorities with minimal supervision.
• Strong time management and project management capabilities.
• Excellent communication and influencing skills with the ability to build strong relationships at all levels.
• Proven problem-solving skills with a high sense of ownership and initiative.
• Exceptional verbal and written communication skills paired with a positive, customer-focused attitude.
• Highly organized, motivated, and able to multitask effectively.
• Passionate about delivering a world-class customer experience.
• Creative, enthusiastic, and able to inspire colleagues and customers.
• Committed to continuous learning, development, and personal performance improvement.
• Clear sense of personal goals with resilience to learn from challenges and mistakes.

Experience & Technical Skills

• 3–5 years of client-facing experience in Customer Success, Account Management, or a similar role.
• 3–5 years of experience with Microsoft Office Suite (Outlook, Excel, PowerPoint, Teams).
• 1+ years of experience with Salesforce is a plus.
• Team player with a collaborative mindset and ability to adapt to change quickly.