Fastmarkets
Commodities Information
CustomerOnboardingExecutive
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Onboarding Executive at Fastmarkets. Skills: Customer onboarding, Customer success, Product adoption, Value realization. Lead client onboarding experience. Ensure new customers adopt product”
What You'll Achieve.
Drive time-to-value; Drive customer satisfaction; Drive long-term retention; Ensure timely customer setup; Ensure accurate customer setup; Ensure effective customer setup; Drive early adoption; Improve onboarding KPIs; Deliver consistent performance against SLAs
Industry & Context.
Root cause analysis; Troubleshooting; Data-driven decision making
What They're Looking For.
Must Have
Experience delivering customer onboarding, Experience delivering customer adoption, Experience delivering customer success activities, Customer-centric mindset, Ability to work effectively across teams, Demonstrated capability to follow onboarding frameworks, Demonstrated capability to follow onboarding processes, Demonstrated capability to follow onboarding best practices, Highly data-driven, Comfortable interpreting metrics, Hands-on experience using onboarding tools, Hands-on experience using CRM tools, Hands-on experience using customer support tools, Hands-on experience using workflow tools, Familiarity with enterprise data delivery models
Nice to Have
Experience in B2B SaaS, Experience in subscription business, Experience in data-driven business, Experience supporting enterprise customers, Experience supporting professional customers, Providing feedback and insights for improvement
What You'll Do.
Lead client onboarding experience
Ensure new customers adopt product
Ensure customers realize value
Create scalable solutions
Deliver scalable solutions
Drive customer satisfaction
Drive long-term retention
Execute customer onboarding approach
Execute customer training approach
Ensure alignment to commercial objectives
Ensure alignment to customer success outcomes
Deliver onboarding journey
Refine onboarding journey
Ensure consistent customer experience
Ensure high-quality customer experience
Ensure seamless handover
Support development of onboarding processes
Support maintenance of onboarding processes
Support development of onboarding controls
Support maintenance of onboarding controls
Support development of onboarding governance
Support maintenance of onboarding governance
Adapt workflows to regional requirements
Adapt workflows to language requirements
Adapt workflows to regulatory requirements
Execute automation initiatives
Execute efficiency initiatives
Create self-serve materials
Deliver self-serve materials
Use customer data for improvements
Use feedback for improvements
Use interaction insights for improvements
Recommend improvements
Ensure timely routing of issues
Ensure timely escalation of issues
Manage full onboarding workflow
Ensure timely customer setup
Ensure accurate customer setup
Ensure effective customer setup
Deliver onboarding training
Drive product familiarity
Drive confidence in using data
Drive confidence in using tools
Drive confidence in using platforms
Surface expansion opportunities
Surface upsell opportunities
Track onboarding KPIs
Monitor onboarding KPIs
Improve onboarding KPIs
Identify demand patterns
Provide input to optimize capacity
Provide input to optimize coverage
Provide input to optimize skills development
Use AI for adoption risks
Use analytics for adoption risks
Use tooling for adoption risks
Identify adoption risks early
Personalize onboarding interactions
Deliver consistent performance against SLAs
Ensure onboarding metrics feed dashboards
Ensure onboarding metrics feed performance reporting
How You'll Work.
Team & Collaboration
Partner with Sales; Partner with Product; Partner with Customer Service; Work with Product teams; Work with Marketing teams; Work with Sales teams; Work with Customer Success teams; Work with Client Services teams; Work with Order Operations teams; Work with IT teams; Work with CRM teams; Work with Finance teams; Work across teams
Communication Scope
Customer training delivery
Process & Methodology
Ticketing tools, Project tools
Full Job Description
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. It has more than 700 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Bulgaria, Finland and beyond. The Role * 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. Principal 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 end-to-end onboarding journey for SME, Strategic, Global, and Enterprise accounts, ensuring a consistent and high-quality 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 onb
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