This job is with Fitch Group, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Fitch Solutions is currently seeking a Customer Success Manager based out of our London office.
Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries. Fitch Group is owned by Hearst.
Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive, and you can make a meaningful impact.
How You'll Make An Impact
Develop strategic and tactical plans to drive retention and growth within a dedicated book
Enhance client value realization and build trusted relationships
Meet and exceed KPIs with urgency
Develop product expertise across Fitch Solutions products as well as a broad understanding of the competitor offering
Weekly/ monthly reporting on team activities to management
Onboarding
Plan onboarding and engagement, building trust and understanding customer needs
Drive adoption and ensure maximum value from licenses
Activation
Prepare a success plan considering usage, adoption, and renewal data
Monitor account health and meet with Account Managers to align on client objectives
Deepen understanding of clients, their organization, their workflow and their use cases of Fitch products
Retention
Engage with clients to nurture relationships, identify at-risk customers, and review renewals
Hold regular 'QBR or EBRs' with your customers, working in partnership with sales
Review upcoming renewals (90 days out) with Account Managers and provide input on account health
Collect customer feedback and monitor usage to provide insights
Ensure that you meet with as many clients as possible to drive adoption, usage and advocacy. Driving volume whilst providing excellent customer experience
Expansion
Identify upsell opportunities and drive market advocacy from clients
You May Be a Good Fit If
Previous client facing experience with ideally previous customer success experience
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
Excellent verbal and written communication skills
What Would Make You Stand Out
Prior customer success experience within financial or SaaS industry
Experience working in a technology or technology-focused company
Knowledge and experience within financial services
Additional languages such as Italian, French, Spanish
Tenacious and goal orientated
Why Choose Fitch
Hybrid Work Environment: 3 days a week in office required based on your line of business and location
A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
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 interest 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 is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluatequalified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.