Commercial and Customer Success Executive

A fast-growing commodities trading and financial services firm based in London is seeking a Commercial & Customer Success Executive to join its commercial team, reporting directly to the Chief Commercial Officer.

About the Role

This is a varied role, divided broadly equally between commercial support and customer success. On the commercial side, the successful candidate will support the Chief Commercial Officer with performance tracking, reporting and the coordination of commercial priorities. On the customer success side, they will manage the day-to-day relationship with a designated portfolio of clients, covering onboarding, product usage, service and feedback. The role begins by supporting the sales team, with the expectation of taking ownership of client accounts as relationships develop.

The commercial function is expected to grow significantly over the coming year, offering clear scope for progression. While this is a junior position, it offers close exposure to senior leadership from the outset.

Key Responsibilities

Commercial Support

• - Track commercial performance across products, sales staff and regions
• - Support the management and maintenance of live commercial dashboards
• - Act as a point of coordination between the Chief Commercial Officer and sales teams across offices
• - Monitor actions and deadlines to ensure commercial priorities are delivered on time
• - Prepare analysis, reports and meeting materials as required
• - Support marketing communications and media activity
• - Identify opportunities to improve processes and automate manual tasks

Customer Success

• - Lead client onboarding calls and ensure timely follow-up
• - Manage client setup and permissions, resolving access issues promptly
• - Monitor client product usage and identify changes in engagement
• - Engage clients proactively regarding usage trends, upcoming renewals and relevant new features
• - Identify upsell opportunities and lead or refer them to the sales team as appropriate
• - Support the sales team with call preparation, account reviews and renewals
• - Involve relevant subject matter experts in client discussions where required
• - Record client feedback, communicate it to the product team and update clients on outcomes
• - Participate in testing new features and support early client trials
• - Produce a weekly account status report highlighting key risks and issues

Performance Measures

Performance will be assessed on the accuracy of commercial reporting, the effectiveness of support provided to the Chief Commercial Officer, and client outcomes, including usage, retention, revenue per client, onboarding time, responsiveness and satisfaction. The successful candidate will also contribute to developing the firm's approach to measuring client satisfaction.

Candidate Profile

• - A strong client service orientation and the ability to anticipate client needs
• - Responsive, proactive and willing to take on a broad range of tasks
• - Able to manage competing priorities across analysis, administration, client work and executive support
• - Inquisitive, with a desire to understand the causes behind changes in performance
• - Resourceful, with the ability to identify the right people and information to resolve issues
• - Highly organised, with a strong focus on accuracy
• - Numerate and able to support recommendations with data
• - Transparent and reliable, raising issues early and managing expectations appropriately
• - A collaborative team player, willing to provide cover for colleagues when required

Requirements

• - Excellent written and verbal communication skills, with confidence in client-facing settings
• - A process-oriented mindset and an interest in automation, with comfort working with dashboards
• - Strong attention to detail and the ability to manage the priorities of a senior executive
• - Experience supporting a senior leader as a PA, EA or business analyst
• - Experience in a client-facing, operations or support role
• - An interest in commodities, trading or financial markets

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