Skills

Risk Management Objection Handling Networking Training Analytics

Job Specifications

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 700 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Bulgaria, Finland and beyond.

Job Description

Please note: Candidates must have prior experience working within a Price Reporting Agency (PRA) to be considered for this opportunity.

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 organisation 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 necess

About the Company

Who we are Fastmarkets is the most trusted cross-commodity price reporting agency (PRA) in the agriculture, forest products, metals and mining and energy transition markets. Our price data, forecasts and market analyses give our customers a strategic advantage in complex, volatile, often opaque markets. Our events provide immersive experiences to network, trade and discuss the critical issues of the day. Fastmarkets combines the commodity intelligence of these familiar names: Metal Bulletin • American Metal Market • Scrap ... Know more