Enterprise Customer Success Manager (Remote)

Fastmarkets; Memphis (TN); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Enterprise Customer Success Manager to enhance customer relationships and drive business growth. This role involves managing a portfolio of top clients, ensuring exceptional customer experiences, and collaborating with various teams to deliver value. The ideal candidate will have a strong background in Enterprise Account Management within a SaaS environment, exceptional communication skills, and the ability to build lasting relationships. Join a forward-thinking company that values collaboration and customer-centricity, and play a key role in shaping the future of customer success.

Qualifications

• 5+ years in Enterprise Accounts within a product-focused SaaS environment.
• Exceptional communication and presentation skills are essential.

Responsibilities

• Build long-term relationships with top clients and act as a trusted partner.
• Identify opportunities for cross-selling and upselling solutions.

Skills

Enterprise Account Management

Communication Skills

Presentation Skills

Emotional Intelligence

CRM Data Management

Technical Proficiency with Excel

Commodities Knowledge

Tools

Salesforce

Job description

Enterprise Customer Success Manager (Remote)

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics, and events for the agriculture, forest products, metals and mining, and new-generation energy markets.

Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge.

Job Description

Fastmarkets is re-imagining how to better serve our customers and improve our customer offering to deliver high growth in the next few years. We are looking for a dynamic Enterprise Customer Success Manager to own a portfolio from our top 100 customers and provide a first-class customer experience.

The Customer Success Manager will report directly to the Director of Customer Success and will also be responsible for leading companywide initiatives as well as coaching and developing more junior members of the team.

PRINCIPAL ACCOUNTABILITIES

• 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 through cross-selling and upselling Fastmarkets’ full range of solutions.
• Act as a trusted advisor for customers by understanding their markets and delivering knowledge and insights aligned to their vision.
• Hold in-depth conversations regarding our pricing, data, methodologies, and identify customer pain points.
• Collaborate with Account Managers to develop strategies and deliver quarterly account reviews.
• Monitor usage stats and implement improvement plans for accounts struggling to adopt.
• Create customer onboarding and adoption plans to ensure users are trained across your accounts.
• Maintain an exceptional level of customer satisfaction rates.
• Provide internal training to junior members of the team.

KEY INTERFACES

• Customer Adoption & Onboarding Team
• Sales Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team

QualificationsKNOWLEDGE, EXPERIENCE AND SKILLS

• Minimum of 5 years working on Enterprise Accounts in a product-focused SaaS business.
• Exceptional communication skills with an emphasis on presentation skills.
• Strong ability to build relationships and a high level of emotional intelligence.
• Understanding of CRM data management systems; Salesforce is beneficial.
• Commodities experience is an advantage.
• Strong technical proficiency with Excel.

Our Values

Fastmarkets values are key to what makes our culture unique and include being metrics-driven, accountable, having a growth mindset, being inclusive, customer-centric, and collaborative.

If you think you can see yourself as a Fastmarkets person, it’s time to fill in your application form.