Regional Manager, Client Success

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