Global Customer Success Manager

Global Customer Success Manager

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

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 Customer Success Manager to own a portfolio from our Global customers. You will work with a cross-commodity portfolio providing a first-class customer experience. These are complex accounts with different stakeholders throughout the organization and you'll be expected to provide outstanding levels of Customer Success.

We are looking for an individual who has a minimum 3 years' experience in Customer Success roles with 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 Head of Global Customer Success.

PRINCIPLE ACCOUNTABILITIES

• Build and maintain strong, long-term relationships with Fastmarkets' Strategic accounts, 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 (champions and economic buyers) 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 workflow value maps 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.
• Collaboration with Account Managers to develop strategies and deliver quarterly account reviews and other key engagements throughout the customers lifecycle.
• Ensure that new business kick-off meetings are scheduled with all parties' responsible post-renewal
• Collaboration with Account Managers to develop strategies and deliver quarterly account reviews.
• 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
• Periodically input and update into the Account Plan, to support effective Account management by the Account Manager
• Monitor usage stats and put in place improvement plans for accounts that are struggling to adopt or engage with Fastmarkets' solutions
• Listen to our customers' NPS 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 ensuring action is taken from our customer surveys
• 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

Qualifications

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world's leading and most trusted price reporting, events, and intelligence service for the markets we serve. We're proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.

If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on.

KNOWLEDGE, EXPERIENCE AND SKILLS

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.

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

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 :