Enterprise 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 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.

Principal Accountabilities

• Build and maintain strong, long-term relationships with Fastmarkets' top 100 clients
• Have a commercial mindset to support the business growth
• Visit customers to build relationships
• Act as the trusted advisor
• Build relationships to enable networking within the accounts
• Hold in depth conversations regarding our pricing
• Ensure that kick-off meetings are scheduled
• Set up internal steercos for account planning
• Collaborate with Account Managers to develop strategies
• Ensure meetings with Executive Sponsors
• Use data to identify account risk
• Identify gaps in a customer's package
• Monitor usage stats
• Listen to customers' feedback
• Collaborate with the customer support team
• Create customer onboarding and adoption plans
• Ensure you are up to speed on all the latest releases
• Build internal relationships
• Maintain an exceptional level of customer satisfaction rates
• Provide internal training to junior members
• Work with Product to pilot new products
• Support on amplifying the customer
• Work with customer marketing to deliver campaigns

Key Interfaces

• Customer Adoption & Onboarding Team
• Sales Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team

Qualifications

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:

• Worked in product focused SaaS business with a minimum of 5 years working on Enterprise Accounts
• Customer-centric with a highly organized self-organized 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
• Strong ability to build relationships
• Strong technical proficiency with a demonstrable aptitude for excel
• Demonstrate that you are a strategic customers success manager
• Take ownership and responsibility to ensure success
• Being able to visit clients
• Exceptional communication skills
• Experience of working in a global business
• Knowledge of a second language would be beneficial

Additional Information

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
• ACCOUNTABLE
• GROWTH MINDSET
• INCLUSIVE
• CUSTOMER CENTRIC
• COLLABORATIVE

If the position is listed as remote this opportunity is available to applicants based in the following states: Florida, Georgia, Illinois, Massachusetts, North Carolina, New Jersey, New York, Oregon, Pennsylvania, Tennessee, Texas, California, Colorado. * Denotes states with office locations to support hybrid working.

Otherwise the position will be located as shown in the advert.