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 sales