Senior Customer Success Manager - RDR/BMI

As a trusted partner, a senior customer success manager ("senior CSM") 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. Their mission is to act as a catalyst to product adoption, ensure customer retention and identify and stimulate growth opportunities amongst their client base. By driving an enhanced customer experience and focusing on adoption, the senior CSM will support successful renewals and upsell growth potential. The senior CSM also serves as a change agent on the team to spearhead initiatives aimed to upskill the whole team and support cross-functional projects across the company as needed. Finally, the senior CSM will also mentor and coach junior customer success managers and collaborate with other teams to provide feedback and insights from the customer perspective.

Work throughout the customer lifecycle to:

Onboarding:

• Understand value expectations and use case working to nurture a relationship with customer to build confidence and trust
• Assess the risk, opportunity and strategic value of the new account and determine level of touch

- High touch: strategic kickoff success planning session onsite training

- Mid touch: live demo user guides

- Low touch: email recorded demo

• Triage inbound requests.

Activation

• Monitor adoption and usage, client sentiment, stakeholder changes, service cases and other account health factors
• Deeper understanding of the clients, their organization, their workflow and their use cases of Fitch products
• Increase the speed and quality of CSM-generated leads
• Monitor and respond to inbound service requests via various email alias
• As directed by AMs, perform contract mapping, pull usage report and fulfill other tasks
• Organize analyst meeting calls
• Re-assess the risk, opportunity and strategic value of the accounts in the BoB and determine priorities
• Create an engagement plan based off the assessment to action on the risk and/or opportunities identified
• Report on the impact of engagement plan on account health
• 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

Retention

• Review upcoming renewals (90 days out) with AMs and provide input on account health
• Conduct value-based conversations with clients ahead of renewal and gauge value realization/status of success plan
• Assess churn risk and upsell/x-sell opportunities and provide recommendations to the account team
• Act as the voice of the customer by collecting and analysing customer feedback
• Conduct regular business reviews and strategic planning sessions with customers to demonstrate value and ROI
• Increase retention rate and decrease flat renewals
• Customers who see their feedback taken seriously and implemented are more likely to feel valued and stay with the company, reducing churn rate
• Deeper understanding of accounts and workflows to drive continuous product and service improvement
• Establish comprehensive understanding of the client's operations, workflows, and team structures

Expansion

• Discover upsell/x-sell opportunities through client interactions and conduct preliminary qualification of leads
• Develop relationships with senior stakeholders/key influencers
• Drive market advocacy and referrals from existing clients
• Stay updated on industry trends, competitive landscape, and market opportunities

Qualification:

Degree or equivalent experience

4-5 years of previous client facing experience

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

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.

FOR 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.

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

Minimum Salary: 0.00 Maximum Salary: 0.00 Salary Unit: Yearly