Head of Customer Success - Enterprise & Global Accounts - 9 Months FTC (Hybrid)

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Company Description

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets.

Fastmarkets’ data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 600 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland and beyond.

Job Description

To build and nurture long-term, cross-functional partnerships with Fastmarkets’ top 100 clients, delivering personalised solutions that exceed customer expectations, enhance loyalty, and drive transformational growth.

You will oversee the post-sales relationships with customers to ensure their satisfaction, retention and ongoing success with the company’s product.

PRINCIPLE ACCOUNTABILITIES

1. Client Relationship Management: Deliver the customer engagement strategy to ensure the team builds and maintains strong, long-term relationships with Fastmarkets’ top 100 clients, working alongside the account managers to understand their needs and align solutions that drive value.
2. Unlock Customer Value: Support the Account Management team to deliver transformational revenue growth exceeding 25% annually by ensuring the Customer Success Managers unlock customer value through workflow mapping.
3. Strategic Development: Deliver department goals and objectives that are aligned to the company’s overall strategy for Customer Success. Support the move from a tactical department to become more strategic.
4. Customer Satisfaction and Loyalty: Ensure client satisfaction by delivering exceptional service, timely solutions, and proactive communication to meet or exceed customer expectations, fostering loyalty and retention.
5. Cross-functional Collaboration: Work closely with internal teams to ensure seamless delivery of products and solutions, supporting a holistic approach to Customer Success.
6. Market and Industry Insight: Ensure your team stays informed on industry trends, market conditions, and competitive offerings, using this knowledge to enhance strategic conversations, enabling our customer success managers to support the wider account plans.
7. Reporting and Performance Tracking: Regularly track and report on key performance indicators (KPIs), account performance, and client feedback, using data-driven insights to adjust strategies and improve outcomes.
8. Leadership and Role Modelling: Act as a role model for execution, collaboration, and engagement across Fastmarkets, demonstrating best practices in customer success, fostering a culture of teamwork, and inspiring others to deliver high-performance outcomes aligned with the company’s strategic goals.

KEY INTERFACES

• Customers
• Account Management Team
• Customer Adoption & Onboarding Team
• Sales Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team
• Client Services

Qualifications

We are looking for an individual who is highly motivated, driven, and has a passion to be part of a fast-paced, successful team. You will be a strategic thinker but also comfortable being hands-on with processes and high-value Enterprise customers, with at least 6 years’ experience leading customer success teams to deliver operational and strategic excellence in complex organisations. You will proactively attend client meetings to support your team. You will have experience in positive change management to support our transition further into customer relationship management. Being a strong team player and having a flexible mindset to lead a team across three regions (UK, Singapore and USA) and therefore open to working across time-zones.

Knowledge

• Industry Expertise: In-depth understanding of commodities markets, including key trends, players, and financial application would be a benefit.
• Customer Success Principles: Strong knowledge of best practices in customer success, to enhance the levels of customer engagement to deliver high satisfaction and retention rates.
• Customer lifecycle: Experienced in understanding operational challenges for customer success managers and work through plans to ensure we are streamlined cross-functionally, keeping the customer journey front of mind.
• Product Knowledge: Familiarity with price reporting products and services would be beneficial and experience in SaaS would be an advantage.

Experience

• Leadership: Proven experience in leading a global customer success team, fostering a high-performance culture with a high-value portfolio, preferably within a B2B environment, with a track record of supporting the account management team to deliver revenue growth and customer satisfaction.
• Performance: You will be experienced in making decisions based on data. Ensuring that the team has clear objectives aligned to the business KPIs and launch initiatives to achieve results.
• Commercial outlook: Experienced in supporting your team to unlock customer value to maximise adoption to mitigate retention challenges.
• Cross-functional Collaboration: Experience working collaboratively across teams (sales, marketing, product, account management) to deliver integrated solutions and meet client needs.
• Client Engagement: History of engaging with senior executives and decision-makers, effectively communicating value propositions and building trust-based relationships.
• CRM Management: Used to working in Salesforce and other CRM software solutions to create reporting and drive decisions.

Skills

• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively.
• CRM Management: Strong knowledge of Salesforce would be an advantage, but experience in CRM systems and technical solutions is imperative.
• Negotiation: Strong negotiation awareness. Whilst the account management team owns the renewal, your input and understanding of renewals, upsells and wider commercial activities and how this impacts the wider strategy is required.
• Analytical Thinking: Proficient in analysing data and market trends to ensure the team is leading strategic conversations – making every engagement count.
• Problem-Solving: Strong problem-solving skills to identify client challenges and proactively develop tailored solutions.
• Leadership: Ability to inspire and influence others, fostering a culture of collaboration, accountability, and high performance.
• Adaptability: Flexibility to adjust strategies based on changing client needs, market dynamics, and internal priorities.

Personal Attributes

• Principled Performer: Prioritises high performance through unwavering integrity and strong moral principles. Refuses to cut corners or compromise ethics, consistently making decisions that reflect values and uphold the company’s reputation.
• Coachability: Demonstrates a willingness to learn and adapt, embracing feedback to enhance skills and performance. Open-mindedness allows for growth and effective adjustment in dynamic environments.
• Positivity & Resilience: Maintains a positive attitude and demonstrates cheerfulness in the face of adversity. Inspires those around by fostering a constructive atmosphere that encourages perseverance and optimism.
• Resourcefulness: Exhibits a proactive approach to problem-solving, using creativity and ingenuity to navigate obstacles. Effectively identifies and implements solutions, maximizing available resources to achieve desired outcomes.
• Adaptability: Able to thrive in changing work environments, exhibiting a solution-oriented and flexible mindset. Quickly adjusts strategies and approaches based on evolving circumstances, ensuring consistent progress toward objectives.
• Natural Curiosity: Possesses a genuine desire to understand customer challenges and perspectives, helping to build trust and rapport. An inquisitive nature leads to insightful questions and deeper insights that drive meaningful engagement.
• Exceptional Standards: Committed to delivering the highest quality results, recognising that while perfection is unattainable, striving for excellence is essential. Upholds rigorous standards in work and inspires others to do the same, fostering a culture of continuous improvement and accountability.

Additional Information

Our Values

Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they’re embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance.
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done.
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency.
• INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
• CUSTOMER CENTRIC. We are customer-centric in all that we do.
• COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

You’ve read a little about us – now it’s over to you!

If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day.

It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.

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