Enterprise Customer Experience Lead

3 days ago

Singapore Fastmarkets Full time

About the Role

Fastmarkets is reimagining how to better serve its customers and improve customer offering to deliver high growth in the next few years. We are looking for a dynamic Enterprise Customer Experience Lead to own a portfolio of top 100 customers.

You will work with a cross-commodity portfolio providing first-class customer experience, managing large client accounts, building long-term relationships with senior stakeholders, and ensuring outstanding client management. A strong background in account management and relationship-building is essential.

Main Responsibilities

  • Proactively network within your accounts to gather insights on how Fastmarkets' data is used within their business, presenting quarterly account reviews working closely with Account Managers.
  • Identify gaps in customers' solutions and proactively account plan with the Account Manager for successful commercial output.
  • BUILD STRONG RELATIONSHIPS WITH KEY STAKEHOLDERS TO ESTABLISH GOALS FOR A SUCCESSFUL PARTNERSHIP.
  • Act as trusted advisor for customers by understanding their markets and delivering knowledge and insights aligned to their vision.
  • Be prepared to hold in-depth conversations regarding Fastmarkets' pricing, data, methodologies, and identify customer pain points.
  • Schedule kick-off meetings with all parties responsible post-renewal.
  • Set up internal steerco's for account planning that includes AMS, CSMs, Exec Sponsor to ensure account goals are aligned ahead of engagement activities.
  • Collaborate 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 available data to identify account risk, then plan for mitigation with the Account Manager – obsessively understand how to reduce churn within your portfolio.
  • Actively identify gaps in customers' packages, 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 struggling to adopt.
  • Listen to 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 ongoing issues do not persist.
  • Create customer onboarding and adoption plans with the appropriate teams to ensure users are trained across your accounts. Provide ad-hoc training where necessary with senior stakeholders.
  • Ensure you are up-to-speed on all the latest releases and enhancements in Fastmarkets' solutions and effectively communicate these to your customers (providing training where necessary).
  • Build internal relationships from all departments (editorial, sales, product, and marketing teams) to ensure an outstanding and streamlined customer experience.
  • Maintain exceptional levels of customer satisfaction rates.
  • Provide internal training to junior members of the team.
  • Work with Product to pilot new products and play a key role in their go-to-market strategy.
  • Support amplifying the customer by identifying case studies, seeing them through to completion.
  • Work with customer marketing to ensure we deliver campaigns to drive retention and customer advocacy.

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