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 https://www.icis.com/explore.
About our Team
Our teams are fuelled by curiosity, relentlessly pursuing better customer outcomes. We're on a mission to deliver an unparalleled customer experience, excelling in communication. In a fast-paced environment, we thrive, embracing change with flexibility and composure under pressure. Our high-energy, self-motivated individuals are driven by a genuine desire to make a positive mark on our business. But that's not all - we're creative problem solvers with an entrepreneurial spirit.
About the Role
As a Customer Success Manager, you will deliver the Customer Success engagement strategy for a portfolio of accounts. You will build trusted customer relationships, develop a deep understanding of customer goals and workflows, and collaborate across ICIS to improve retention, satisfaction, product adoption, and growth.
Responsibilities
- Proactively help customers achieve their desired business outcomes by developing a deep understanding of their business models, engaging in value-based conversations, and acting as a trusted connection between customers and ICIS.
- Work effectively with account managers to ensure an excellent client experience, with a focus on improving retention, customer satisfaction, and product adoption.
- Develop a comprehensive understanding of assigned accounts, identify meaningful engagement opportunities, and work cross-functionally to ensure engagements are relevant, impactful, and value driven.
- Establish and maintain strong relationships with client contacts, deliver appropriate engagements, and identify whitespace and growth opportunities.
- Use data and insights to drive effective engagements, monitor their impact on customer behavior and outcomes, and support innovation and continuous improvement.
- Build and maintain stakeholder maps, identify customer personas, understand customer workflows, and work closely with internal and external stakeholders to deliver Customer Success outcomes.
- Gather and share customer feedback with the wider organization, developing value statements and customer testimonials by delivering additional value and leveraging trusted relationships.
- Travel to visit customers or represent ICIS at events, conferences, or trade shows when required, in line with applicable travel guidelines.
Requirements
- Fluency in English is required. Additional proficiency in Portuguese and/or Spanish is preferred.
- Client-facing experience in Customer Success, Account Management, or a related role.
- Strong verbal and written communication skills, with the ability to influence stakeholders and build relationships across global teams and at all organizational levels.
- Strong time management, project management, problem-solving, prioritization, and multitasking skills.
- Proactive and self-directed, with the ability to take ownership, work independently, collaborate effectively, and manage multiple priorities with minimal supervision.
- Experience using Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Teams; experience working with Salesforce is a plus.
- Naturally curious, adaptable, and willing to ask questions, challenge assumptions, learn from challenges, and seek better customer and business outcomes.
- Passionate about delivering a world-class customer experience, with a positive, creative, collaborative, and continuous-improvement mindset.
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.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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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.
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Skills Required
- Fluency in English
- Client-facing experience in Customer Success, Account Management, or a related role
- Strong verbal and written communication skills
- Ability to influence stakeholders and build relationships across global teams and organizational levels
- Strong time management, project management, problem-solving, prioritization, and multitasking skills
- Proactive, self-directed, independent, collaborative, and able to manage multiple priorities with minimal supervision
- Experience using Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Teams
- Additional proficiency in Portuguese and/or Spanish
- Experience working with Salesforce
- Curiosity, adaptability, and willingness to ask questions, challenge assumptions, and learn from challenges
- Passion for delivering a world-class customer experience and a positive, creative, collaborative, continuous-improvement mindset
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
