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Senior Customer Success Manager

Requisition ID:  46418
Business Unit:  Fitch Solutions
Category:  Customer Success
Location: 

London, GB

Date Posted:  Apr 2, 2024

Senior Customer Success Manager 

 

CreditSights is currently seeking Senior Customer Success Manager based out of our London office to support our Global Accounts.

CreditSights combines comprehensive credit market research, covenant analysis, leveraged finance news and data into one site to help you Know More. Risk Better.

CreditSights: Award-winning, independent research on the global credit markets.

CovenantReview: Best-in-class bond and loan covenant analysis.

LevFinInsights: In-depth news, analysis and data for global leveraged finance investors.

 

We’re an ambitious fast paced customer success team. The team operates globally across a number of locations including New York, London, Dubai, Tokyo , Hong Kong and Singapore. The customer success role is pivotal within our Global Accounts ensuring our research and data are leveraged to their fullest potential and clients realise maximum value from their investment. A focus on strategic relationship management and problem-solving will contribute to the growth and innovation that are hallmarks of CreditSights' reputation in the financial industry.

 

 

What We Offer:

  • Excellent opportunity to join a growing team in a highly regarded organization
  • Exceptional scope for personal development and career growth with perpetual learning opportunities
  • Collaborative work environment in a cross functional role working across sales, product, business and operations

 

We’ll Count on You To:

  • Work with a defined set of customers within the Global Account Management team .
  • Develop a deep understanding of our clients organizational structure, use cases, day to day function to drive value and success with their use of CreditSights products and services.
  • Act as a problem solver to understand pain points and work with clients to ensure they reach their desired outcomes utilizing CreditSights products
  • Grow customer lifetime value by building and maintaining strong relationships and serving as the voice of the customer internally
  • Provide tailored training and support to clients
  • Build and maintain outstanding client relationships
  • Proactively engage ‘at risk’ clients, discovering trends for churn, optimizing processes and implementing best practice for retention
  • Discover ongoing opportunities for clients to utilize CreditSights and other Fitch Solutions  products including cross sell and upsell
  • Conduct regular retention and risk analysis of book of business
  • Act as the voice of the customer and ensure you share and analyse market feedback back into the business to assist in product development and enhanced customer experience as well as advocating internally for your clients

 

  • Serve as a coach and mentor to less experience colleagues

 

  • Ensure subscriptions are configured and optimized including appropriate alerts, searches, personalization
  • Work collaboratively with sales, product and business lines to ensure we meet our overall business goals.

 

What You Need to Have:

  • A customer first approach
  • Strong relationship management and interpersonal skills with good EQ
  • A can do attitude and problem solving mentality
  • Proven success in building and maintaining trusted relationships
  • Strong time management and organizational skills
  • Previous customer success experience

 

What Would Make You Stand Out:

  • Prior customer success experience within financial or SaaS industry including experience of increasing adoption and retention metrics
  • Self motivated, proactive and driven

 

Why Fitch?

 

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.  

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority. 

We are building incredible things at Fitch and we invite you to join us on our journey.  

 

CreditSights, Covenant Review and LevFin Insights are becoming one, bringing together best in class research, covenant analysis and news on a new platform, with a unified interface and login. Now more than ever before, we give our clients the ability to KNOW MORE, RISK BETTER.

 

CreditSights was founded over 20 years ago with the goal of producing insightful, impartial research that would allow our clients to make prudent, profitable investment decisions in the global credit markets. CreditSights is a Fitch Solutions Company.

 

Our global institutional client base includes banks, investment advisors, mutual funds, pension managers, insurance companies, hedge funds, private equity investors and corporations. The independent research we provide is a leading voice in global credit markets, with our experts contributing to market news in Bloomberg, The Wall Street Journal, Forbes, Financial Times, Business Insider, Barron’s and many more

Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

For more information please visit our websites:  

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

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