Customer Onboarding Executive

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