Customer Onboarding Executive, Americas

Provide a seamless and successful onboarding experience to new customers beginning their relationship with Fastmarkets and to existing customers who are migrating to the Platform.

PRINCIPAL ACCOUNTABILITIES

First and foremost this individual will be responsible for:
Platform Webinar training

Customisation sessions (121 training with customers)

Adoption conversion rates during the onboarding period (the first 8 weeks)

Identifying leads/upsell opportunities

Detecting ‘at risk’ accounts

Other responsibilities will include:
Working with the Account Manager to define and document the customer’s expectations of the Platform and how they are determining their ROI

Using this information, and customer knowledge, to put together the correct onboarding programme – following the standard approach where possible but tailoring the approach where required

Agreeing KPI’s with the customer (and Account Manager) on what a successful onboarding programme looks like, monitor and report on this data

Developing rapport with the key Customer stakeholders in order to ensure their support when engaging and training users

Supporting the process of developing tools and techniques to accelerate adoption and enhance the customer experience during the onboarding process

Identifying gaps in a Customer’s current package and solution and effectively documenting and communicating this to Account Managers

Maintaining thorough and up to date client documentation

Ensuring a successful transition to the Customer Success Execs post onboarding

KEY INTERFACES

Customer Success Team

Client Services Team

Global Sales Team

Strategic Sales Team

Product Team

Editorial Team

KNOWLEDGE, EXPERIENCE AND SKILLS

Commodities experience

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

Experience in providing terminal platform support

Proven experience in a relationship management/account management/customer success environment

Stakeholder management experience

The ability to build strong relationships with customers

Exceptional communication skills (with an emphasis on presentation skills)

Experience of working in a global business would be beneficial

Knowledge of a second language would be beneficial – particularly: Japanese, Russian, Arabic, Spanish