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Company

Fastmarkets · 7 hours ago

Enterprise Customer Success Manager (Remote)

Houston, TX

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Build and maintain strong, long-term relationships with Fastmarkets' top 100 clients, 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 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 workflows 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 kick-off meetings are scheduled with all parties’ responsible post renewal

Set up internal steercos for account planning that includes (Ams, CSMs, Exec Sponsor) to ensure account goals are aligned ahead of engagement activities

Collaboration with Account Managers to develop strategies and deliver quarterly account reviews.

Each account will have an Executive Sponsor from Fastmarkets, you will actively ensure these meetings are happening across your accounts

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

Monitor usage stats and put in place improvement plans for accounts that are struggling to adopt

Listen to our customers’ 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

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

Qualification

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Enterprise Account ManagementCustomer Success ManagementCRM Data ManagementSaaS ExperienceCommodities ExperienceTechnical Proficiency in ExcelLanguage ProficiencyRelationship BuildingCollaboration Skills

Required

You will have worked in product focused SaaS business with a minimum of 5 years working on Enterprise Accounts

You will be customer-centric going above and beyond when required with a highly organised self-organised mindset.

Understanding of CRM data management systems – Salesforce would be beneficial

Strong ability to build relationships which encompasses a wide range of skills. We are looking for someone who is curious, asks appropriate questions, listens, is empathic and understands how to invest time with the right people to secure our position across the portfolio. A high level of emotional intelligence is necessary.

Strong technical proficiency with a demonstrable aptitude for excel (knowledge of APIs would be beneficial)

Demonstrate that you are a strategic customers success manager that understands how to actively steer away from firefighting tasks

Whilst portfolios are jointly owned with Account Managers, you will take ownership and responsibility to ensure that everyone in the organisation plays their part to ensure success (which is measured by growth)

Being able to visit clients (travel to other countries may be required)

Exceptional communication skills (with an emphasis on presentation skills)

Experience of working in a global business

Preferred

Commodities experience (Agricultural, Forest, Metals & Mining or Battery Raw Materials) would be an advantage. However, we will accept similar experiences such as a background in pricing or subscription agencies.

Knowledge of a second language would be beneficial