Fitch Group, Inc.

Customer Success Manager

Fitch Group, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Singapore • Singapore

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About the role

  • Develop strategic and tactical plans to drive retention and growth within a dedicated book
  • Enhance client value realization and build trusted relationships
  • Meet and exceed KPIs with urgency
  • Develop product expertise across Fitch Solutions products as well as a broad understanding of the competitor offering
  • Weekly/ monthly reporting on team activities to management
  • Support onboarding and induction of new starters
  • Onboarding: Plan onboarding and engagement, building trust and understanding customer needs
  • Drive adoption and ensure maximum value from licenses
  • Activation: Prepare a success plan considering usage, adoption, and renewal data
  • Monitor account health and meet with Account Managers/Sales Specialists to align on client objectives
  • Deepen understanding of clients, their organization, their workflow and their use cases of Fitch products
  • Retention: Engage with clients to nurture relationships, identify at-risk customers, and review renewals
  • 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
  • Collect customer feedback and monitor usage to provide insights
  • Ensure that you meet with as many clients as possible to drive adoption, usage and advocacy
  • Driving volume whilst providing excellent customer experience
  • Expansion: Identify upsell opportunities and drive market advocacy from clients

Requirements

  • Previous client facing experience with ideally previous customer success experience and has exposure managing mid to high low tier accounts; managing between 30-50 accounts
  • 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
  • Additional languages such as Mandarin, Japanese, Korean
Benefits
  • Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
  • A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
  • Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
  • Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
  • Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
  • Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
client facing experiencecustomer successcollaborationlistening skillspresentation skillscommunication skillsorganizational skillsself-motivationcustomer first mindsetengagement