Customer Success Manager - Strategic Accounts (Tier 3)

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 Strategic 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 Head of Customer Success and will also be responsible for supporting companywide initiatives.

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 for cross-selling and upselling Fastmarkets’ full range of solutions and capabilities.
• You will visit key customers to build relationships with key stakeholders 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.
• Ensure that client quarterly account reviews take place throughout the client lifecycle.
• 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. Raise any opportunities to the Account Manager to then close these opportunities.
• Work to embed additional Fastmarkets’ products (Platform, API, Excel plug-in, etc.) within the Customer workflow and to expand the user base within the Customer organisation.
• 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. Act on client feedback, and 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 with 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.
• Support amplifying the customer by identifying case studies, seeing these through to completion.

KEY INTERFACES

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