Onboarding Specialist

Fastmarkets is an independent commodity pricing and information organisation with over 600 staff. We are fuelled by values that bring us all together and are united by a collective passion to make a difference. We are supported by a working model that is based on a hybrid approach that allows each of us to balance home and office working while encouraging effective collaboration and accountability.

Fastmarkets is the most trusted Price Reporting Agency (PRA) in the metals, mining, agriculture, forest products, and energy transition markets. Our price data, forecasts, and market analyses give our customers strategic advantage in complex, volatile, often opaque markets. Our events provide forums for market participants to come together, trade, and talk through the critical issues of our times.

We are making a difference. Fastmarkets works to create transparent commodity markets through our reliable and trusted price data and market intelligence. The markets we serve are central to how economies work and are essential for our lives. By doing this, Fastmarkets helps our customers build a more sustainable world. We are built on a 130-year foundation while bringing a digital platform to market, combining the currency of trust with the power of digital.

Most importantly, we are fuelled by our teams that, across the globe, make the amazing possible. With a deep sense of purpose and belonging, we are building an extraordinary future – together. If you would like to help build the future, we hope you will join us on our journey.

Fastmarkets is owned by global private equity firm Astorg, a specialist investor in healthcare, software, technology, business services and technology-based industrial companies.

Job Description

The Role

T he Onboarding Specialist (Forest) will provide a seamless and successful onboarding experience to existing customers who are migrating from the Forest legacy platform and to those customers who have low engagement and need to familiarise with the new Forest Platform.

They will be joining an established Customer Success department who strive to offer our customers the best possible experience – both from their first interactions with Fastmarkets and throughout their journey with us.

T he Onboarding Specialist will be looking after the entire Forest commodity across all our regions (US, EMEA and APAC).

Principal Accountabilities

• Platform Webinar training
• Customisation sessions (121 training with customers)
• Identifying leads/upsell opportunities.
• Segmenting cohorts of accounts for the Platform migration
• Detecting ‘at risk’ accounts

Qualifications

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re 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.

• Ability to build rapport and interact with customers.
• Exceptional communication skills (with an emphasis on presentation skills)
• The ability to build out workspaces and customise our platform to meet our customer needs.
• A customer centric mindset, focusing on customer loyalty, satisfaction, whilst remaining commercially minded
• Experience of working in a global business
• Knowledge of a second language would be beneficial.
• Experience of delivering a migration in the past would be beneficial.
• Experience utilizing Customer Success Engagement Platform would be beneficial.

Other responsibilities will include:

• Working with the Account Executives and Account Managers 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 migration 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 migration looks like, monitor and report on this data
• Developing rapport with the key Customer stakeholders to ensure their support when engaging and training users
• Supporting the process of developing tools and techniques to accelerate the platform migration and enhance the customer experience during the 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 Customer Success/Account Management post migration

If you're excited about the role but your experience, skills or

qualifications

Additional Information

Our Values

Fastmarkets people come from all different walks of life. It’s 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 they're 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.

You’ve read a little about us – now it’s over to you!

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

It’s 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 you’re great.