Customer Success Manager

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Customer Success Manager

CreditSights is currently looking for Customer Success Manager in our London Office.

As a trusted partner, a Customer Success Manager 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. CSM will partner with a team to support successful renewals and upsell growth potential.

What We Offer:

• Collaborative culture

We'll Count on You To:

• Develop a strategic and tactical plan to drive retention and growth within a dedicated book of business.
• Drive value realization with our clients
• Build and nurture trusted relationships
• Work with urgency to meet and exceed monthly and quarterly KPIs
• Develop product expertise including CreditSights, Lev Fin Insights and Covenant Review as well as a broad understanding of the competitor offering

• Provide regular mentoring and coaching to junior members of the team
• Weekly/ monthly reporting on team activities to management
• Ad hoc reporting when required
• Supporting onboarding and induction of new starters

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. Asking 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
• Ensure customers derive maximum value form their use case, utilizing all licenses

Activation

• Prepare a detailed success plan for your territory taking at a very minimum usage, adoption and renewal data into consideration. 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 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

• Engage with client meetings either in person or in zoom using a variety of methods including 121, customer days to nurture and drive relationships
• Proactively identify 'at risk' customers and end users
• Hold regular 'QBR or 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
• 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:

• Previous client facing experience with ideally previous customer success experience.
• 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
• Excellent verbal and written communication skills
• Ability to prioritise workload

What Would Make You Stand Out:

• Degree or equivalent experience
• Experience working in a technology or technology-focused company
• Knowledge and experience within financial services
• Additional European language will be and advantage
• Proficiency with Microsoft Office
• Tenacious and goal orientated
• Prior experience with salesforce or CRM

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.

CreditSights, Covenant Review and LevFin Insights are becoming one, bringing together best in class research, covenant analysis and news on a new platform, with a unified interface and login. Now more than ever before, we give our clients the ability to KNOW MORE, RISK BETTER.

CreditSights was founded over 20 years ago with the goal of producing insightful, impartial research that would allow our clients to make prudent, profitable investment decisions in the global credit markets. CreditSights is a Fitch Solutions Company.

Our global institutional client base includes banks, investment advisors, mutual funds, pension managers, insurance companies, hedge funds, private equity investors and corporations. The independent research we provide is a leading voice in global credit markets, with our experts contributing to market news in Bloomberg, The Wall Street Journal, Forbes, Financial Times, Business Insider, Barron's and many more

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.

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