Customer Success Specialist m/f/d

Position: Customer Success Specialist

Report to: Head of Customer Success and Support

Location: Frankfurt, Germany or London, UK (Hybrid)

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.

About us

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.

About the 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.

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 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.

Skills & Behaviors:

• 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.

Education & Experience:

• 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.
• Additional languages such as Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, or Korean are particularly valued.
• 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.

Company Culture and Values

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.

Primary Location Base Pay Range:

Germany - Frankfurt (Baseler Platz) €42,400 - €70,800.

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