Onboarding Specialist - Forest

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.

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.

The 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

Requirements

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

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.