Job Description

ICIS is a division of RELX Group, a FTSE 20 company with an employee base of over 30,000 people across 40 countries. We exist to help businesses in the energy, petrochemical and fertilizer industries make strategic decisions, mitigate risk, improve productivity and capitalise on new opportunities. At ICIS we make some of the world’s most important markets more trusted and predictable by providing data services, thought leadership and decision tools. Thousands of decisions are taken across supply chains every day using our intelligence and we make this possible through a global presence that delivers the targeted, local insights customers require in a rapidly changing world. We shape the world by connecting markets to optimise the world’s valuable resources. With a global team of more than 600, ICIS has employees based in London, New York, Houston, Karlsruhe, Milan, Mumbai, Singapore, Guangzhou, Shanghai, Dubai, Sao Paulo, Seoul, Tokyo and Perth. 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 optimise the world’s resources. At ICIS, we help businesses make strategic decisions, mitigate risk, improve productivity, and capitalise 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 maximise value at the point of use and can easily access information, to drive decisions is critical to our strategy and business objectives. Our Client 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. The Regional Client Success Manager is responsible for leading a regional team of Client Success professionals who play a significant contribution to the adoption and consumption of our digital offerings through increased customer satisfaction, engagement, mission impact, loyalty, innovation and revenue.

Key Accountabilities Regional leadership and representation

• Lead a multi-functional, regional team of Client Success Executives to deliver on operational objectives
• Grow strong internal regional relationships across Sales, Market Development, Product, Editorial and other departments to:
• Embed Client Success in the strategy and BAU of regional stakeholders
• Contribute local insights and requirements to the global Client Success strategy
• Drive regional success
• Own and deliver on your regions role in important global, cross-functional initiatives with Sales, Product, Editorial and other ICIS business units
• Be a proactive leader and voice for Client Success within your region and act as an escalation point
• Play an integral role in the Client Success leadership team exploring the greater vision for the team, proactively identifying areas for innovation and improvement to help drive significant and sustained year-on-year growth
• Identify and develop high performing talent within your team and drive excellence
• Demonstrate high performance looks like by leading and role modelling. Lead your team to drive customer value through enhanced usage, higher product adoption and increased client satisfaction
• Forensically understand the regional client base and usage of our products and services. Use this knowledge to ensure your regional CSE team are focused on the areas of highest opportunity/risk.
• Lead on and promote a customer centric “Customer First” culture throughout ICIS, bringing customer intelligence back into the business and represent the voice of Client Success in ICIS initiatives
• Provide client success representation and participation on advisory boards and internal ICIS initiatives to support the Head of Client Success

Drive Operational Outcomes and Regional Success

• Ensure your regional CSE team deliver to target and are able to increase our understanding of the customer and their desired outcomes
• Serve as the senior escalation point in your region but facilitate CSEs to collaborate and build their own internal relationships, embedding the role of CSEs in the strategy and BAU for your region
• Foster collaboration and information sharing within the CSE team members, including joint participation on client account work to deliver seamlessly across multiple geographies
• Analyse client and CSE activity data to identify opportunities to maximise impact of Client Success engagement and use your insights to drive an outcome, not output focused approach
• Track, analyse and draw insights from performance metrics and use this to drive improvements within the team
• Act as a representative for regional Go To Market strategies and lead on all reporting and GTM updates and activities. Work alongside Market Development to deliver on this strategy and identify how it can be improved for future growth
• Ensure resource is deployed effectively in your region and advise the Head of Client Success where resourcing choices need to be made

Skills and Behaviours

• Experience in client-facing organisations and in delivering strategies to execute against market opportunities with the world’s largest companies.
• Customer centric and champion voice of market in business strategy and product/service priorities, increasing customer value and engagement.
• Experienced in working cross-functionally to create high performance organisations.
• Passionate about a world-class customer experience and a proven track record of leading teams in value based, customer-centric buying methodologies and exceeding objectives and financial goals.
• Champion diversity and representation across as well as leading proactive succession planning and talent management to improve customer outcomes.
• Ensure best practice and governance and adherence of self and team to all relevant policies and procedures.
• Curious about everything, willing to ask questions and challenge the status quo to provide better customer, employee and business outcomes.

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, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.