Customer Success Associate

Customer Success Associate – CreditSights

 

Fitch Solutions is currently seeking a Customer Success Associate – CreditSights based out of our New York City office. As a trusted partner, a Customer Success Associate will expertly blend relationship management, training and education with in-depth functional and product knowledge in order to foster client loyalty and expansion within their assigned territory. CSA will work with a team to support successful renewals and upsell growth potential.

 

What We Offer:

• A dynamic role at the intersection of relationship management, product expertise, and client education.

• 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:

• Work with urgency to meet and exceed monthly and quarterly KPIs
• Work to ensure you document the details of each client interaction in Salesforce
• Develop product expertise including CreditSights Research, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitor offering
• Participate in projects and company initiatives as directed
• Triage and escalate inbound customer requests to appropriate departments (client service/client admin, etc.)

          Work throughout the customer lifecycle to:

Onboarding:

• •  
• Provide support to all new users which could entail setting up access to their subscription.
• Send welcome email and book first engagement.
• Build trust and confidence with customer by nurturing a relationship, understanding value expectations and customer’s use case. Asking relevant discovery questions.
• Engage customer with appropriate level of support to drive adoption and engagement

Activation

• •  
• Prepare an account plan for your territory taking usage, adoption and renewal data into consideration
• Monitor adoption and usage and other account health factors
• Deepen understanding of the clients, their organization, their workflow and their use cases of Fitch products
• Regularly meet with Account Managers to understand our client objectives
• Strategically match analysts with clients based on the best fit for the client's needs and the analyst's strengths, ensuring a more impactful interaction
• Research accounts to identify key decision makers and stakeholders

Retention

• 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
• Ensure that you meet with as many end users as possible to drive adoption, usage and advocacy. Driving volume whilst providing an excellent customer experience
• Drive engagement with clients through personally crafted cadence in Salesloft
• Expansion
• Discover upsell/x-sell opportunities through client interactions and conduct preliminary qualification of leads. Ensure these are passed to appropriate Account Manager
• Drive market advocacy and referrals from existing clients

 

What You Need to Have:

• Degree or equivalent experience
• Previous client facing experience.
• Customer first mindset and a love for engaging with people.
• Prior experience with salesforce or CRM
• Excellent verbal and written communication skills
• An interest in financial markets
• Ability to prioritise workload.
• Proficiency with Microsoft Office
• Tenacious and goal orientated.

 

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.

 

 

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 criti