Onboarding Specialist

**Company 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 600 employees spread across global locations in the UK, US, China, Singapore, Brazil, Belgium, Finland and beyond.
**Job Description** 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
**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 w

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