Customer Success, Director

Customer Success, Director

Fitch Solutions is currently seeking a Customer Success, Director based out of our New York City office. As a trusted partner, a Director of Customer Success will manage a team of 8 customer success professionals within our CreditSights business line who expertly blend relationship management, training and education with in-depth functional and product knowledge to support successful renewals and upsell growth potential. As  Director of Customer Success, you will support, coach, develop and grow your team aiming to find ways to drive performance, efficiency and scalablity. Reporting to the Global Head of Customer Success, you will also be a passionate leader and a able to implement process, policies and expectations within this growing team.   

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:

• Manage a team of CSMs helping them to deliver exceptional customer experience
• Develop a strategic and tactical plan to drive retention and growth within your  dedicated book of business. 
• Define a talent management plan undertaking recruitment and performance review where necessary
• Setting, measuring and analysing metrics to clearly indicate what success looks like
• Work with urgency to meet and exceed monthly and quarterly KPIs 
• Hiring, onboarding and upskilling a growing CSM team to keep pace with customer demands
• Acting as an escalation point for any customers dissatisfied
• Working closely with your key stakeholders in product, sales and service
• Develop product expertise including CreditSights, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitive landscape
• Contribute to the development and improvement of customer success processes, policies, and best practices

What You Need to Have:

• Degree or equivalent experience 
• 5+ years of previous client facing experience, with at least 3  years of experience in leading and coaching a team of customer success professionals   
• 3yrs + experience of setting and managing KPIs and growth plans for team members
• 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 other 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.
• Change management experience, and experience of driving efficiencies and scaling

• 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. 

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 $125,000 and $175,000. 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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