Customer Success Manager

Customer Success Manager - CreditSights

 

Fitch Solutions is currently seeking a Customer Success Manager - CreditSights, based out of our New York City office. As a trusted partner, a Customer Success Manager (CSM) will expertly blend relationship management, training and education with in-depth functional and product knowledge to foster client loyalty and expansion within their assigned territory. CSM will partner 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, 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, LFI and Covenant Review as well as a broad understanding of the competitive landscape

 

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