Overview

Global Customer Success Manager - Arabic Speaking (Hybrid). 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 has a long history dating back to 1865, with more than 600 employees across global locations.

The Role: Fastmarkets is re-imagining how to better serve our customers and improve our customer offering to deliver high growth in the next few years. We are looking for a dynamic Customer Success Manager to own a portfolio from our Global customers. You will work with a cross-commodity portfolio providing a first-class customer experience. These are complex accounts with different stakeholders throughout the organisation and you will be expected to provide outstanding levels of Customer Success.

You will need a minimum 3 years of experience in Customer Success roles with a strong background in managing large client accounts and the ability to build long-term relationships with senior stakeholders, while providing outstanding client management. A flexible mindset, innovative thinking and solid business acumen are required.

Your strategic mindset will ensure you are proactively networking within your accounts to gather insights on how our data is used within their business. You will ensure that our clients have regular touchpoints where you present quarterly account reviews working closely with the Account Manager. Your commercial mindset will identify gaps in their solutions and you will pro-actively account plan with the Account Manager for a successful commercial output. You will visit customers for face-to-face meetings as needed.

The Customer Success Manager will report directly into the Head of Global Customer Success.

Principle Accountabilities

• Build and maintain strong, long-term relationships with Fastmarkets' strategic accounts, acting as a trusted partner to understand their needs and align solutions that drive value.
• Have a commercial mindset to support business growth, working with the Account Manager to identify opportunities to expand through cross-selling and upselling Fastmarkets’ full range of solutions and capabilities.
• Actively visit customers to build relationships with key stakeholders (champions and economic buyers) to establish their goals for a successful partnership.
• Act as the trusted advisor for customers by understanding their markets and delivering knowledge and insights aligned to their vision.
• Build strong relationships to enable networking within accounts and create workflow value maps to understand how pricing data is used in their business.
• Be prepared to hold in-depth conversations regarding pricing, data, and methodologies; project confidence and credibility and forge a relationship of trust with customers to support objection handling and identify pain points.
• Collaborate with Account Managers to develop strategies and deliver quarterly account reviews and other key engagements throughout the customer lifecycle.
• Ensure that new business kick-off meetings are scheduled with all parties responsible post-renewal.
• Use all data available to identify account risk and plan for mitigation with the Account Manager; focus on reducing churn.
• Identify gaps in a customer’s package, seek upsell opportunities and identify new users; support the Account Manager to close these opportunities.
• Periodically input and update the Account Plan to support effective Account management.
• Monitor usage stats and implement improvement plans for accounts struggling to adopt or engage with Fastmarkets’ solutions.
• Listen to customer NPS feedback to identify new product ideas and work with the Product team to build the feature enhancements pipeline.
• Collaborate with the customer support team to ensure issues are addressed within SLAs and ongoing issues do not persist.
• Create customer onboarding and adoption plans with the appropriate teams and provide ad-hoc training where necessary with senior stakeholders.
• Stay up to speed on latest releases and enhancements and communicate these to customers (providing training where necessary).
• Build internal relationships across departments to ensure an outstanding and streamlined customer experience and maintain high customer satisfaction rates.
• Provide internal training to junior team members and support Product in piloting new products and go-to-market strategies.
• Support in amplifying customer impact by identifying case studies and collaborating with customer marketing to drive retention and advocacy.

Key Interfaces

• Customer Adoption & Onboarding Team
• Marketing Team
• Product Team
• Editorial Team
• Customer Support Team

Qualifications

We recruit talented, dynamic people with diverse backgrounds and experiences, 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

• You will have worked in a product-focused SaaS business with a minimum of 3 years working as a Customer Success Manager.
• You will have prior experience as a Customer Success Manager in serving high-spend, complex accounts with multiple users and stakeholders.
• This role requires proficiency in both Arabic and English due to the client base.
• You will be customer-centric, proactive, self-organised, and able to go above and beyond when required.
• Understanding of CRM data management systems – Salesforce would be beneficial.
• Experience in commodities (Agricultural, Forest, Metals & Mining or Battery Raw Materials) would be an advantage; similar backgrounds in pricing agencies or subscription businesses are acceptable.
• Strong ability to build relationships with curiosity, listening, empathy, and emotional intelligence.
• Strong technical proficiency with advanced Excel skills; knowledge of APIs would be beneficial.
• Demonstrate strategic thinking to avoid firefighting tasks and take ownership for customer success (retention and growth).
• Willingness to travel to visit clients as needed.
• Exceptional communication and presentation skills.
• Experience in a global B2B business or Private Equity portfolio environment.
• Knowledge of a second or additional languages would be beneficial.

If your experience doesn’t perfectly align, we encourage you to apply anyway.

Our Values

Fastmarkets values are metrics-driven, accountable, growth-minded, inclusive, customer-centric and collaborative. They reflect who we are and guide our culture and decision-making.

• METRICS DRIVEN. We use insights to improve customers’ experience and business performance
• ACCOUNTABLE. We keep our promises and get things done
• GROWTH MINDSET. We operate with a sense of urgency
• INCLUSIVE. We are inclusive and respectful, fostering belonging
• CUSTOMER CENTRIC. We are customer-centric in all that we do
• COLLABORATIVE. We are collaborative across teams

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Industries
• Information Services

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