Customer Success Executive

The Customer Onboarding executive is responsible for leading clients through the end-to-end onboarding experience ensuring new customers adopt the product successfully and realize value as quickly as possible. This role executes on the strategy and training processes as outlined by the Head of Customer Onboarding.  This role will partner closely with Sales Product and Customer Service to deliver a seamless customer journey. The Customer Onboarding executive is to create and deliver scalable solutions that drive time-to-value customer satisfaction and long-term retention.

PRINCIPLE ACCOUNTABILITIES 

 Delivery & Cross-Functional Execution

• Execute the global customer onboarding and training approach as defined by the Head of Customer Onboarding ensuring alignment to Fastmarkets commercial objectives and customer success outcomes.
• Deliver and continually refine the endtoend onboarding journey for SME Strategic Global and Enterprise accounts ensuring a consistent and highquality customer experience.
• Work closely with Product Marketing Sales Customer Success Client Services and Order Operations teams to ensure a seamless handover from contract signature through setup activation and early adoption.

Operational Excellence

• Support the development and maintenance of standardized onboarding processes controls and governance while adapting workflows to meet regional language and regulatory requirements.
• Execute on automation and efficiency initiatives including creation and delivery of scalable selfserve materials (PDFs videos guides) used by internal teams and customers.
• Use customer data feedback and interaction insights to recommend improvements and ensure timely routing and escalation of onboarding issues to internal stakeholders.

Customer Impact & Adoption

• Manage the full onboarding workflow to ensure timely accurate and effective customer setupincluding platform access user provisioning entitlement management alerts and data integrations.
• Deliver onboarding training for new users and accounts to drive early adoption product familiarity and confidence in how to use Fastmarkets data tools and platforms.
• Surface expansion or upsell opportunities identified through onboarding conversations usage signals and early customer feedback to the appropriate commercial teams.

Performance Analytics & Continuous Improvement

• Track monitor and work to improve on onboarding KPIsincluding activation rates timetovalue rightfirsttime setup early adoption indicators and customer satisfaction.
• Identify demand patterns and provide input that helps management optimize team capacity coverage and skills development.
• Use AI analytics and available tooling to identify adoption risks early personalize onboarding interactions and deliver consistent performance against onboarding SLAs.
• Collaborate with Operational Excellence and Change teams to ensure onboarding metrics feed into enterprisewide dashboards and performance reporting.

KEY INTERFACES  

• Head of Services & Operations 

• Client Services Team 

• Customer Success Team 

• Revenue Operations Team 

• Sales Team 

• Finance Product and Marketing Team 

• IT and CRM Teams 

Qualifications :

We recruit talented dynamic people with diverse backgrounds and experiences all united by a belief in our mission to provide the worlds leading and most trusted price reporting events and intelligence service for the markets we serve. Were proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace where everyone feels able to participate and contribute meaningfully.

If you are open-minded curious resilient solutions-oriented and committed to promoting equality then read on.

KNOWLEDGE EXPERIENCE AND SKILLS

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.

• Experience delivering customer onboarding adoption or customer success activities within a B2B SaaS subscription or datadriven businessideally supporting enterprise or professional customers.
• Strong customercentric mindset with the ability to work effectively across Sales Product Commercial Technology and Operations teams to execute a seamless onboarding and earlylifecycle experience.
• Demonstrated capability to follow established onboarding frameworks processes and best practices while providing feedback and insights that support continuous improvement.
• Highly datadriven and comfortable interpreting usage activation entitlement and adoption metrics to guide decisions identify risks and ensure customers realize early value.
• Handson experience using onboarding CRM customer support or workflow tools (e.g. Salesforce ticketing/project tools product training platforms) to manage tasks track progress and maintain accurate customer records.
• Familiarity with enterprise data delivery modelsincluding platform access entitlements alerts APIs Excel addins and secure file deliverysufficient to support accurate customer setup and troubleshoot common issues.
• Ability to deliver clear engaging customer training (virtual or live) that boosts product understanding early adoption and confidence with Fastmarkets data tools and platforms.
• Experience working within standardized processes governance and SLAs ensuring accuracy quality and consistency in all onboarding activities.
• Strong communication and collaboration skills with the ability to simplify complex concepts for customers and internal stakeholders.
• Comfortable working with automation AIenabled tools and selfserve materials to drive efficiency and enhance the customer experience.

TECHNICAL SKILLS

• Data & Adoption Analytics: Proficient in Excel and comfortable using BI tools (e.g. Power BI Tableau) to interpret activation usage entitlement and onboarding performance data to support decisionmaking and identify customer risks or opportunities.
• CRM & Workflow Platforms: Experienced user of Salesforce and customer success or scheduling tools to manage onboarding tasks track customer progress and maintain accurate records across accounts.
• Enterprise Data Delivery & Integrations: Working knowledge of Fastmarkets data delivery modelsincluding APIs Excel addins platform access alerts secure file delivery (e.g. SFTP) and automated feedssufficient to support customers during setup and troubleshoot standard issues.
• Identity Access & Entitlements: Able to assist with rolebased access user provisioning and entitlements to ensure accurate and timely customer activation.
• Operational Tooling & Governance: Skilled in using ticketing project and documentation tools (e.g. Zendesk Jira ServiceNow Confluence) to manage workflows follow established governance and ensure accuracy and consistency in execution.
• Automation & AIEnabled Tools: Comfortable using AIenabled onboarding tools automation features and selfserve materials to drive efficiency reduce manual effort and improve the customer experience.
• Training & Enablement Delivery: Capable of using digital training platforms content hubs and virtual meeting tools to deliver clear engaging onboarding sessions (live or virtual) that support early adoption and customer confidence.

If youre excited about the role but your experience skills or qualifications dont perfectly align we encourage you to apply anyway.

Additional Information :

Our Values

Fastmarkets people come from all different walks of life. Its 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 theyre embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers experience and our business performance
   
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
   
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
   
• INCLUSIVE. We are inclusive and respectful celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
   
• CUSTOMER CENTRIC. We are customer-centric in all that we do
   
• COLLABORATIVE. We are collaborative able to work across teams and capitalise on the diversity of intellect perspectives and experiences.

We are committed to ensuring all candidates feel welcomed and supported. Should your application advance and you require accommodations for the interview process please inform us so we can make the necessary arrangements.

Youve read a little about us now its over to you!

If you like what youve read so far and think you can see yourself as a Fastmarkets person its time to fill in your application form. This form is an important part of the selection process: its used to determine whether or not youll be chosen to have an interview and acts as a basis for the questions well ask you on the day.

Its vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why youre great.

Remote Work :

No

Employment Type :

Full-time