Customer Success Manager - São Paulo, Brasil - Clínica Da Cidade

Descrição

About Fastmarkets
Fastmarkets is an independent commodity pricing and information organisation with over 500 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, Fastmarketelps 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, making 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 was founded in 1913 (as Metal Bulletin) and is a privately held UK-registered company.

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

About the Role
We are re-imagining how to better serve our customers and improve our customer experience.

In doing so we are looking for a Customer Success Manager to provide our US accounts with a first-class journey.

We are looking for an individual who has a strong background in Customer Success Management.

This will be an individual who is not only able to build great rapport with our customers and provide them with exceptional training and support but who can also spot gaps in their solutions and processes and find ways to fulfill these.

The Customer Success Manager will report directly into the Head of Customer Success for Strategics and will be responsible for leading company wide initiatives as well as playing a significant role in coaching and developing more junior members of the team.

Principle Accountabilities
Collaboration, both within the CSM team, the relevant sales team, and the wider sales division and business to develop account plan strategies for our US customers in order to ensure fruitful and lasting partnerships with them Put in place and embrace the onboarding and Customer Engagement programme for all new accounts – focusing on training all users on the key features and benefits of the Platform Monitor usage stats and put in place improvement plans for accounts that are struggling to adopt Use all data available to you to identify at risk accounts, flag these to the Account Manager, and work on a retention plan to get a customer back on track Strong abilities to uncover white space in a Customer's subscription package (including Out of Cycle Enrichment opportunities and new user identification/expansion) and communicate any relevant information to the teams involved Listen to our Customers' feedback to identify new product ideas and functionality and work with the Product team to add this to the product pipeline Support our Customers on technical issues that arise – manage the Customer communication should you need additional support from the technical department Ensure you are up to speed on all the latest releases and enhancements in our solutions and that you have effectively communicated these to your Customers (and provided additional training where necessary) Be prepared to hold in depth conversations regarding our pricing, data, methodologies – you should project confidence and credibility and succeed in forging a relationship of trust with your Customers Eager to attend at least 1-2 Fastmarkets events per year, capitalizing on optimal face time to present to our users Work closely with colleagues from all departments (editorial, sales, product and marketing teams) 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 to play a key role in their go-to-market strategy Your Experience
Essential
Commodities experience (agricultural, metals or forest experience would be highly preferable) Strong communication and presenting skills are a must Strong technical proficiency with a demonstrable aptitude for excel (knowledge of APIs would be beneficial) Background in providing terminal platform support and problem solving Proven experience in a relationship management/account management/customer success environment Stakeholder management experience The ability to build trust and rapport with customers Experience Identifying & Qualifying Pain Metrics savvy Ability to surface any potential customer objections and overcome them Exceptional communication and active listening skills (with an emphasis on presentation abilities) Experience of working in a global business Fluent speaker of English (Secondary language skills welcomed) 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.

Closing date for applications:
January 15th, 2024


Location:
Brazil


Contract type:
Permanent, full time, hybrid