Customer Success Executive

Are you passionate about joining an industry leader in commodity analytics?

Do you love collaborating with teams to solve complex problems and deliver customer success?

About the Business

At ICIS, our mission is to optimize the world’s resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link below. https://www.icis.com/explore

About the Role

We’re looking for a passionate individual who will join a growing team to accomplish our vision to shape the world by connecting markets to optimise global resources.

This role focuses on driving customer success by supporting digital adoption and maximizing value from ICIS offerings. Responsibilities include onboarding, training, and day-to-day support to internal departments and our customers to enhance customer satisfaction, engagement, and retention. The position aims to deliver a seamless customer experience, foster long-term relationships, and collaborate with sales on renewals and upsell opportunities.

Responsibilities

• Day-to-day Customer Success activities (e.g. onboarding, product usage support and training, general support services, adoption, advocacy etc.) and supporting sales with targeted outcomes (e.g., new business engagement and introductions, renewals, up-sell, etc.).
• Responsible for providing a proactive and progressive approach to customer initiatives which underpin our growth ambitions at ICIS.
• Support customers to become digitally native, resulting in a significant contribution to the adoption and consumption of our offerings and increase customer satisfaction, engagement, loyalty, innovation and revenue.
• Bringing strategic value to our customers and customer experience is vital to build long-term relationships and profitability, creating a differentiated brand and credibility in market.
• Ensuring customers maximize value at the point of use and are able to easily access information, to drive decisions within their organizations.
• Delivering a world-class customer experience, focused on customers' journeys across all digital platforms.
• Ensuring support to all customers the best way we can.
• Comfortable in taking the initiative to support our customers and assist them to maximize value in relationships and services to achieve their business goals face to face or via online meet ups.

Requirements

• MUST be able to converse and read in English, Japanese and Korean.
• 3–5 years of experience in customer success, client support, or a related role.
• Ability to manage day-to-day customer support tasks and escalate issues when needed.
• Basic understanding of digital platforms and willingness to learn digital adoption practices.
• Strong communication skills and ability to build positive customer relationships.
• Experience with providing product usage guidance to customers.
• Proactive attitude with a willingness to take initiative and learn new processes.
• Comfortable working with data and using insights to support customer decisions.
• Team-oriented mindset to collaborate and support sales and internal teams on renewals and upsell opportunities or events.

Learn more about the LexisNexis Risk team and how we work here

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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