Customer Onboarding Executive

Job description

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. PRINCIPLE 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 onboarding processes, controls, and governance, while adapting workflows to meet regional, language, and regulatory requirements. Execute on automation and efficiency initiatives, including creation and delivery of scalable self‑serve materials (PDFs, videos, guides) used by internal teams and customers. Use customer data, feedback, and interaction insights to recommend improvements and ensure timely routing and escalation of onboarding issues to internal stakeholders. Customer Impact & Adoption Manage the full onboarding workflow to ensure timely, accurate, and effective customer setup—including platform access, user provisioning, entitlement management, alerts, and data integrations. Deliver onboarding training for new users and accounts to drive early adoption, product familiarity, and confidence in how to use Fastmarkets’ data, tools, and platforms. Surface expansion or upsell opportunities identified through onboarding conversations, usage signals, and early customer feedback to the appropriate commercial teams. Performance, Analytics & Continuous Improvement Track, monitor, and work to improve on onboarding KPIs—including activation rates, time‑to‑value, right‑first‑time setup, early adoption indicators, and customer satisfaction. Identify demand patterns and provide input that helps management optimize team capacity, coverage, and skills development. Use AI, analytics, and available tooling to identify adoption risks early, personalize onboarding interactions, and deliver consistent performance against onboarding SLAs. Collaborate with Operational Excellence and Change teams to ensure onboarding metrics feed into enterprise‑wide dashboards and performance reporting. KEY INTERFACES Head of Services & Operations Client Services Team Customer Success Team Revenue Operations Team Sales Team Finance, Product and Marketing Team IT and CRM Teams 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. Experience delivering customer onboarding, adoption, or customer success activities within a B2B SaaS, subscription, or data‑driven business—ideally supporting enterprise or professional customers. Strong customer‑centric mindset with the ability to work effectively across Sales, Product, Commercial, Technology, and Operations teams to execute a seamless onboarding and early‑lifecycle experience. Demonstrated capability to follow established onboarding frameworks, processes, and best practices while providing feedback and insights that support continuous improvement. Highly data‑driven and comfortable interpreting usage, activation, entitlement, and adoption metrics to guide decisions, identify risks, and ensure customers realize early value. Hands‑on experience using onboarding, CRM, customer support, or workflow tools (e.g., Salesforce, ticketing/project tools, product training platforms) to manage tasks, track progress, and maintain accurate customer records. Familiarity with enterprise data delivery models—including platform access, entitlements, alerts, APIs, Excel add‑ins, and secure file delivery—sufficient to support accurate customer setup and troubleshoot common issues. Ability to deliver clear, engaging customer training (virtual or live) that boosts product understanding, early adoption, and confidence with Fastmarkets’ data, tools, and platforms. Experience working within standardized processes, governance, and SLAs, ensuring accuracy, quality, and consistency in all onboarding activities. Strong communication and collaboration skills, with the ability to simplify complex concepts for customers and internal stakeholders. Comfortable working with automation, AI‑enabled tools, and self‑serve materials to drive efficiency and enhance the customer experience. TECHNICAL SKILLS Data & Adoption Analytics: Proficient in Excel and comfortable using BI tools (e.g., Power BI, Tableau) to interpret activation, usage, entitlement, and onboarding performance data to support decision‑making and identify customer risks or opportunities. CRM & Workflow Platforms: Experienced user of Salesforce and customer success or scheduling tools to manage onboarding tasks, track customer progress, and maintain accurate records across accounts. Enterprise Data Delivery & Integrations: Working knowledge of Fastmarkets’ data delivery models—including APIs, Excel add‑ins, platform access, alerts, secure file delivery (e.g., SFTP), and automated feeds—sufficient to support customers during setup and troubleshoot standard issues. Identity, Access & Entitlements: Able to assist with role‑based access, user provisioning, and entitlements to ensure accurate and timely customer activation. Operational Tooling & Governance: Skilled in using ticketing, project, and documentation tools (e.g., Zendesk, Jira, ServiceNow, Confluence) to manage workflows, follow established governance, and ensure accuracy and consistency in execution. Automation & AI‑Enabled Tools: Comfortable using AI‑enabled onboarding tools, automation features, and self‑serve materials to drive efficiency, reduce manual effort, and improve the customer experience. Training & Enablement Delivery: Capable of using digital training platforms, content hubs, and virtual meeting tools to deliver clear, engaging onboarding sessions (live or virtual) that support early adoption and customer confidence. If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway. 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. We are committed to ensuring all candidates feel welcomed and supported. Should your application advance and you require accommodations for the interview process, please inform us so we can make the necessary arrangements. 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. 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.