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Onboarding Specialist - São Paulo, Brasil - Fastmarkets
Descrição
About FastmarketsFastmarkets 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 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, 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
The 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.
You will be joining a global and collaborative 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.
Principle 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
About You
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.
You must be open-minded, curious, resilient, and solutions-oriented, and committed to promoting equality. We are looking for individuals with customer facing experience, who are passionate about having conversations with clients.Your Experience
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 don't perfectly align, we encourage you to apply anyway.
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.
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.
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.
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.
Location:
Brazil
Contract type:
12 Month Fixed Term Contract
Package:
Competitive Salary + Bonus & Great Benefits
