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Customer Success, Associate Director

New York, New York, 10001

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Salary:

$120000 - $130000 Year

Job type:

Full-time

Job Schedule:

Day shift

Job benefits:

Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others

Description:

Customer Success, Associate Director



Fitch Solutions is currently seeking a Customer Success, Associate Director (CSM – AD), based out of our New York City office. As a trusted partner, a CSM - AD will expertly blend relationship management, training and education with in-depth functional and product knowledge to foster customer loyalty and expansion within their assigned territory, and partner with a team to support successful renewals and upsell growth potential. At the same time, a CSM - AD will provide coaching and career development to a team of 2-3 Customer Success Managers (CSMs) or Customer Success Associates (CSAs), working alongside the Regional Head of Customer Success.



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, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitive landscape
Coach and mentor 2-3 customer success team members and help them handle customer escalations, and achieve their goals and KPIs
Conduct regular 1 on 1s, performance reviews and provide regular feedback and recognition to your team
Assist with hiring, onboarding, and training of new customer success team members
Contribute to the development and improvement of customer success processes, policies, and best practices
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 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
Regularly monitor usage, data and other customer health metrics to create actionable insights
Engage with as many end users as possible to drive adoption, usage and advocacy, whilst providing an excellent customer experience
Scale engagement with clients through personally crafted cadence in Salesloft


Expansion

Discover upsell/cross-sell opportunities through client interactions and conduct preliminary qualification of leads. Ensure qualified leads are passed to appropriate Account Manager


Drive market advocacy and referrals from existing clients


What You Need to Have:

Degree or equivalent experience
5+ years of previous client facing experience, with at least 1 year of experience in leading, coaching, or mentoring a team of customer success professionals
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 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.
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. 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 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 $120,000 and $130,000. 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.





#LI-AT

#LI-Solutions

#LI-Hybrid



Skill:

Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others

Others Requirements:

Degree or equivalent experience
5+ years of previous client facing experience
with at least 1 year of experience in leading
Knowledge and experience within financial services

Category:

Communications

Positions:

On going position

Location:

Hybrid Remote