Enterprise Customer Success Manager at Fastmarkets

About the Role

We are looking for a dynamic Enterprise Customer Success Manager to own a portfolio from our top 100 customers. This role focuses on providing a first-class customer experience and building long-term relationships with senior stakeholders.

Key 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.
• →Support business growth by identifying opportunities to expand business through cross-selling and upselling Fastmarkets’ full range of solutions and capabilities.
• →Actively visit customers to build relationships with key stakeholders and establish their goals for a successful partnership.
• →Serve as the trusted advisor for customers by understanding their markets and delivering knowledge and insights aligned to their vision.
• →Build strong relationships to enable networking within the accounts and create workflows to understand how our pricing data is being used throughout their business.
• →Ensure that kick-off meetings are scheduled with all parties responsible post renewal.
• →Set up internal steercos for account planning to ensure account goals are aligned ahead of engagement activities.
• →Collaborate with Account Managers to develop strategies and deliver quarterly account reviews.
• →Use all data available to identify account risk and plan for mitigation with the Account Manager.
• →Actively identify gaps in a customer’s package, seek out upsell opportunities, and identify new users.
• →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.
• →Collaborate with the customer support team to ensure technical issues are addressed within SLAs.
• →Create customer onboarding and adoption plans with the appropriate teams to ensure users are trained across your accounts.
• →Ensure you are up to speed on all the latest releases and enhancements in our solutions and effectively communicate these to your customers.
• →Build internal relationships from all departments 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 play a key role in their go-to-market strategy.
• →Support on amplifying the customer by identifying case studies and seeing these through to completion.
• →Work with customer marketing to ensure we deliver campaigns to drive retention and customer advocacy.