Head of Customer Success - Enterprise & Global Accounts - 9 Months FTC (Hybrid)

To build and nurture long-term, cross-functional partnerships with Fastmarkets’ top 100 clients, delivering personalised solutions that exceed customer expectations, enhance loyalty, and drive transformational growth.

You will overseeing the post-sales relationships with customers to ensure their satisfaction, retention and ongoing success with the company’s product.

PRINCIPLE ACCOUNTABILITIES

• Client Relationship Management: Deliver the customer engagement strategy to ensure the team build and maintain strong, long-term relationships with Fastmarkets' top 100 clients, working alongside the account managers to understand their needs and align solutions that drive value.
• Unlock Customer Value: Support the Account Management team to deliver transformational revenue growth exceeding 25% annually by ensuring the Customer Success Managers unlock customer value through workflow mapping.   
• Strategic Development: Deliver department goals and objectives that are aligned to the company's overall strategy for Customer Success. Supporting the move from a tactical department to become more strategic.
• Customer Satisfaction and Loyalty:  Ensure client satisfaction by delivering exceptional service, timely solutions, and proactive communication to meet or exceed customer expectations, fostering loyalty and retention.
• Cross-functional Collaboration: Work closely with internal teams to ensure seamless delivery of products and solutions, supporting a holistic approach to Customer Success
• Market and Industry Insight: Ensure your team stay informed on industry trends, market conditions, and competitive offerings, using this knowledge to enhance strategic conversations, enabling our customer success managers to support the wider account plans.
• Reporting and Performance Tracking: Regularly track and report on key performance indicators (KPIs), account performance, and client feedback, using data-driven insights to adjust strategies and improve outcomes.
• Leadership and Role Modelling: Act as a role model for execution, collaboration, and engagement across Fastmarkets, demonstrating best practices in customer success, fostering a culture of teamwork, and inspiring others to deliver high-performance outcomes aligned with the company’s strategic goals

KEY INTERFACES

• Customers
• Account Management Team
• Customer Adoption & Onboarding Team
• Sales Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team
• Client Services