Customer Onboarding Executive
HybridSão Paulo, São Paulo, Brazil
Job Summary
Execute the global customer onboarding and training approach to lead clients through end-to-end onboarding, ensuring new customers adopt the product successfully and realize value quickly. 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. Track, monitor, and work to improve onboarding KPIs—including activation rates, time-to-value, right-first-time setup, early adoption indicators, and customer satisfaction. Collaborate with Sales, Product, Customer Success, and Order Operations teams to ensure a seamless handover from contract signature through setup and early adoption.
Required Qualifications
- 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
- 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
- Experienced user of Salesforce and customer success or scheduling tools to manage onboarding tasks, track customer progress, and maintain accurate records across accounts
- 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
- Able to assist with role‐based access, user provisioning, and entitlements to ensure accurate and timely customer activation
- 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
Desired Qualifications
- If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway
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