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About the Role
The Customer Success Specialist will proactively manage customer relationships throughout their lifecycle, driving onboarding, product adoption, engagement, and long-term satisfaction. This role is crucial for ensuring customers maximize value from their relationships and services to achieve their business goals, contributing to ICIS's strategy and business objectives.
Responsibilities
- Proactively manage customer relationships throughout the lifecycle, driving onboarding, product adoption, engagement, and long-term satisfaction.
- Build trusted relationships with key stakeholders and understand customer objectives, challenges, and business needs.
- Deliver effective onboarding, product training, and enablement sessions to maximize customer value.
- Analyze customer engagement data to identify opportunities, improve adoption, and mitigate retention risks.
- Partner with Account Managers to support renewals, customer retention, advocacy, and potential growth opportunities.
- Collaborate with Sales, Product, Support, Marketing, and Editorial teams to address customer needs and share valuable insights.
- Maintain accurate customer records in Salesforce and contribute to continuous improvements in Customer Success processes and strategies.
Requirements
- Bachelor's degree required.
- 3–5 years of client-facing experience in Customer Success, Account Management, Consulting, Customer Enablement, or related fields.
- Fluency in English and at least one additional language required.
- Experience managing customer relationships in a B2B environment preferred.
- Familiarity with Salesforce or similar CRM platforms is an advantage.
- Proficiency in Microsoft Office applications, including Excel, PowerPoint, Outlook, and Teams.
Skills
- Excellent relationship-building, communication, and stakeholder management skills.
- Naturally curious, with strong discovery and consultative questioning skills to understand customer needs.
- Proactive, self-motivated, and confident managing multiple customer accounts and priorities independently.
- Strong presentation and training skills, with the ability to engage customers effectively.
- Analytical and solution-oriented mindset, with the ability to interpret customer data and identify opportunities.
- Collaborative team player who works effectively across departments and adapts to changing business needs.
- Customer-focused, with a passion for delivering value, continuous learning, and improving customer experiences.
Location
- Frankfurt, Germany (Hybrid)
- London, UK (Hybrid)
Work Type
- Hybrid
Experience Level
- 3-5 years
Education Level
- Bachelor's degree
Salary/Compensations
- €42,400 - €70,800
Benefits
- Country specific benefits
About the Company
- ICIS is the global source of Independent Commodity Intelligence Services, connecting data, markets, and customers to create a comprehensive, trusted view of the global commodities markets.
- ICIS helps businesses make strategic decisions, mitigate risk, improve productivity, and capitalize on new opportunities.
- Customer experience is vital to building long-term relationships and profitability, creating a differentiated brand and credibility in the market.
- ICIS is a team that thrives on innovation and collaboration in a diverse and inclusive culture.
Equal Opportunity
- We are 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.