Enterprise Customer Success Manager (Hybrid)

Fastmarkets are re-imagining how to better serve our customers and improve our customer offering to deliver high growth in the next few years. In doing so we are looking for a dynamic Enterprise Customer Success Manager to own a portfolio from our top 100 customers. You will work with a cross-commodity portfolio providing a first-class customer experience.

We are looking for an individual who has a strong background in managing large client accounts and the ability to build long-term relationships with senior stakeholders, whilst providing outstanding client management. You will have a flexible mindset, innovative thinking and solid business acumen.

Your strategic mindset will ensure you are proactively networking within your accounts to gather insights on how our data is used within their business. You will ensure that our clients have regular touchpoints where you present quarterly account reviews working closely with the Account Manager. Your commercial mindset will identify gaps in their solutions, you will pro-actively account plan with the Account Manager for a successful commercial output. Your passion for people and really building relationships will see you visiting your customers for face-to-face meetings.

The Customer Success Manager will report directly into the Director Customer Success and will also be responsible for leading companywide initiatives as well as playing a significant role in coaching and developing more junior members of the team.

PRINCIPLE ACCOUNTABILITIES

• Build and maintain strong, long-term relationships with Fastmarkets’ top 100 clients, acting as a trusted partner to understand their needs and align solutions that drive value.

• Have a commercial mindset to support the business growth working closely with the Account Manager to ensure that you identify opportunities to expand business through cross-selling and upselling Fastmarkets’ full range of solutions and capabilities.

• You will actively visit your customers to build relationships with key stakeholders to establish their goals for a successful partnership

• Act as the trusted advisor for customers by understanding their markets and deliver knowledge and insights aligned to their vision

• Build strong relationships to enable networking within the accounts. Successfully create workflows so we can understand how our pricing data is being used throughout their business

• Be prepared to hold in depth conversations regarding our pricing, data, methodologies – you should project confidence and credibility and succeed in forging a relationship of trust with your Customers. This will enable objection handling and help identify customer pain points.

• Ensure that kick-off meetings are scheduled with all parties’ responsible post renewal

• Set up internal steercos for account planning that includes (Ams, CSMs, Exec Sponsor) to ensure account goals are aligned ahead of engagement activities

• Collaboration with Account Managers to develop strategies and deliver quarterly account reviews.

• Each account will have an Executive Sponsor from Fastmarkets, you will actively ensure these meetings are happening across your accounts

• Use all data available to identify account risk then plan for mitigation with the Account Manager – you will be obsessive in understanding how to reduce churn within your portfolio

• Actively identify gaps in a customer’s package, seek out upsell opportunities and identify new users. Support the Account Manager to close these opportunities

• Monitor usage stats and put in place improvement plans for accounts that are struggling to adopt

• Listen to our customers’ feedback to identify new product ideas and functionality, work with the Product team to build their feature enhancements pipeline

• Collaborate with the customer support team to ensure technical issues are addressed within SLAs and on-going issues do not persist

• Create customer onboarding and adoption plans with the appropriate teams to ensure users are trained across your accounts. Provide and deliver ad-hoc training where necessary with senior stakeholders

• Ensure you are up to speed on all the latest releases and enhancements in our solutions and that you have effectively communicated these to your customers (providing training where necessary)

• It’s imperative that you build internal relationships from all departments (editorial, sales, product and marketing teams) to ensure an outstanding and streamlined customer experience

• Maintain an exceptional level of customer satisfaction rates

• Provide internal training to junior members of the team

• Work with Product to pilot new products and to play a key role in their go-to-market strategy

• Support on amplifying the customer by identifying case studies seeing these through to completion

• Work with customer marketing to ensure we deliver campaigns to drive retention and customer advocacy

KEY INTERFACES

• Customer Adoption & Onboarding Team

• Sales Team

• Marketing Team

• Product Team

• Editorial Team

• Customer Support Team

We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

Essential

• You will have worked in product focused SaaS business with a minimum of 5 years working on Enterprise Accounts

• You will be customer-centric going above and beyond when required with a highly organised self-organised mindset.

• Understanding of CRM data management systems – Salesforce would be beneficial

• Commodities experience (Agricultural, Forest, Metals & Mining or Battery Raw Materials) would be an advantage. However, we will accept similar experiences such as a background in pricing or subscription agencies.

• Strong ability to build relationships which encompasses a wide range of skills. We are looking for someone who is curious, asks appropriate questions, listens, is empathic and understands how to invest time with the right people to secure our position across the portfolio. A high level of emotional intelligence is necessary.

• Strong technical proficiency with a demonstrable aptitude for excel (knowledge of APIs would be beneficial)

• Demonstrate that you are a strategic customers success manager that understands how to actively steer away from firefighting tasks

• Whilst portfolios are jointly owned with Account Managers, you will take ownership and responsibility to ensure that everyone in the organisation plays their part to ensure success (which is measured by growth)

• Being able to visit clients (travel to other countries may be required)

• Exceptional communication skills (with an emphasis on presentation skills)

• Experience of working in a global business

• Knowledge of a second language would be beneficial