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Customer Success, Associate Director

Requisition ID:  46641
Business Unit:  Fitch Solutions
Category:  Customer Success
Location: 

New York, NY, US

Date Posted:  Jun 22, 2024

Customer Success, Associate Director

 

Fitch Solutions is currently seeking a Customer Success, Associate Director (CSM – AD), based out of our New York City office. As a trusted partner, a CSM - AD will expertly blend relationship management, training and education with in-depth functional and product knowledge to foster customer loyalty and expansion within their assigned territory, and partner with a team to support successful renewals and upsell growth potential. At the same time, a CSM - AD will provide coaching and career development to a team of 2-3 Customer Success Managers (CSMs) or Customer Success Associates (CSAs), working alongside the Regional Head of Customer Success.

 

What We Offer:

  • A dynamic role at the intersection of relationship management, product expertise, client education and leadership development.
  • The opportunity to work with a global leader in credit ratings and research, offering unique insights into the financial markets.
  • A collaborative environment where your contributions will support the commercial success of Fitch Solutions.
  • Access to a suite of comprehensive products and a chance to become an expert in CreditSights Research, Covenant Review, LFI and other CreditSights products

 

We’ll Count on You To:

  • Develop a strategic and tactical plan to drive retention and growth within a dedicated book of business. 
  • Work with urgency to meet and exceed monthly and quarterly KPIs 
  • Develop product expertise including CreditSights, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitive landscape
  • Coach and mentor 2-3 customer success team members and help them handle customer escalations, and achieve their goals and KPIs 
  • Conduct regular 1 on 1s, performance reviews and provide regular feedback and recognition to your team 
  • Assist with hiring, onboarding, and training of new customer success team members 
  • Contribute to the development and improvement of customer success processes, policies, and best practices

Work throughout the customer lifecycle to:

Onboarding:

  • Plan and assess approach to onboarding and engagement model. 
  • Book first engagement, ensuring that you start to build trust and confidence with customer by nurturing a relationship, understanding value expectations and customer’s use case. Ask relevant discovery questions  
  • Engage customer with appropriate level of support to drive adoption and engagement best suited to their personal use case 
  • Follow up and ensure you can penetrate within the wider firm and understand the customer's organization and objectives
  • Ensure customers derive maximum value form their use case, utilizing all licenses

Activation

  •  
  • Prepare a detailed success plan for your territory taking into consideration, at a very minimum, usage, engagement and renewal data . You should be able to clearly define business outcomes and articulate risks
  • Monitor adoption and usage and other account health factors developing a regular cadence of data delivery to drive your decision making and prioritization 
  • Deepen understanding of the customers, their organization, their workflow and their use cases of Fitch products 
  • Regularly meet with Account Managers to align on account priorities and engagement plans
  • Strategically match analysts with customers based on the best fit for the customer's needs and the analyst's strengths, ensuring a more impactful interaction
  • Research accounts to identify key decision makers and stakeholders

 

Retention

  • Engage with customers either in person or via zoom using a variety of methods including 121, group meeting, webinars, events to nurture and drive relationships 
  • Proactively identify ‘at risk’ customers and end users 
  • Hold regular Executive Business Reviews (EBRs) with your customers, working in partnership with sales 
  • Review upcoming renewals (90 days out) with Account Managers and provide input on account health 
  • Act as the voice of the customer by collecting customer feedback and bringing back into the business 
  • Establish comprehensive understanding of the client's operations, workflows, and team structures
  • Regularly monitor usage, data and other customer health metrics to create actionable insights 
  • Engage with as many end users as possible to drive adoption, usage and advocacy, whilst providing an excellent customer experience 
  • Scale engagement with clients through personally crafted cadence in Salesloft

 

Expansion

  • Discover upsell/cross-sell opportunities through client interactions and conduct preliminary qualification of leads. Ensure qualified leads are passed to appropriate Account Manager 

 

  • Drive market advocacy and referrals from existing clients

 

What You Need to Have:

  • Degree or equivalent experience 
  • 5+ years of previous client facing experience, with at least 1 year of experience in leading, coaching, or mentoring a team of customer success professionals   
  • Knowledge and experience within financial services 
  • Proven track record of managing a book of business 
  • Ability to collaborate with operational and commercial teams internally 
  • Excellent listening, presentation and communication skills 
  • Ability to navigate complex customer and stakeholder environments 
  • Well organized and self-motivated 
  • Customer first mindset and a love for engaging with people 
  • Prior experience with salesforce or CRM
  • Excellent verbal and written communication skills
  • Ability to prioritize workload 
  • Proficiency with Microsoft Office 
  • Tenacious, goal orientated and a strategic thinker

 

What Would Make You Stand Out:

  • Experience in managing complex accounts and territories.
  • A proven record of fostering customer loyalty and identifying business expansion opportunities.
  • Strong commercial acumen and understanding of the business landscape.
  • Ability to engage with key decision-makers and influence client decisions.
  • Ability to inspire, coach and develop team members.

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.

 

Fitch Solutions provides data, research and analytics to support informed decisions.  We help clients excel at managing their credit risk, offer deep insight into the debt investment market, and provide comprehensive intelligence about the macroeconomic environment.

 

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.

 

IFOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $120,000 and $130,000. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors.  Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch. 

 

 

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Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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