Customer Success Specialist
vor 7 Monaten
Position: Customer Success Specialist
Report to: Senior Regional Customer Success Manager
Location: Frankfurt
Language requirements: Fluent English; bi-lingual in Portuguese, French, Spanish preferred.
About ICIS:
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 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.
About the Role:
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 client experience, aiming to improve retention, client 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 client contacts and take ownership of delivering engagements as is appropriate with each.- Work collaboratively as part of the Customer Success team and support incoming projects as they might arise- 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:
- Curious about everything, willing to ask questions and challenge the status quo to provide better customer and business outcomes- Able to take initiatives, to work on your own as well as part of a team, and be able to work with mínimal supervision managing multiple deadlines- 3-5 years of client facing experience, ideally in a Customer Success or Account Manager position- Able to communicate with and influence stakeholders and global teams. Ability to build relationships internally and externally across different levels of the organization- Excellent problem-solving skills and ability to exercise initiatives- Excellent communication skills with 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
Work in a way that works for you:
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
- 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 behaviours 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 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, genet
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