Customer Success Manager
Fitch Group, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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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 including Credit Sights, Lev Fin Insights and Covenant Review as well as a broad understanding of the competitor offering
- Weekly/ monthly reporting on team activities to management
- Plan onboarding and engagement, building trust and understanding customer needs
- Drive adoption and ensure maximum value from licenses
- Prepare a success plan considering usage, adoption, and renewal data
- Monitor account health and meet with Account Managers to align on client objectives
- 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
- Identify upsell opportunities and drive market advocacy from clients
Requirements
- 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
Benefits
- Hybrid Work Environment: 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 and tuition reimbursement programs that empower you to achieve your short and long-term goals
- Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
- Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
- Inclusive Work Environment : A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
- Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
client facing experiencecustomer success experiencecollaborationlistening skillspresentation skillscommunication skillsnavigating complex environmentsorganizationself-motivationcustomer first mindset