Customer Success Manager, London

Fitch Group; London; On-site; GBP 40,000 - 70,000; Full time

Job description

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Fitch Solutions is currently seeking a Customer Success Manager based out of our London office.

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries. Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive, and you can make a meaningful impact.

About the Team

Established in 2019, the customer success team is a growing part of the commercial organization at Fitch Solutions. Be part of a vibrant diverse global team who are truly making a difference to our customers and contributing to the success of Fitch Solutions.

How You'll Make an Impact:

• Develop a deep understanding of our clients' organizational structure, use cases, and day-to-day function to drive value and success with their use of Fitch Solutions products and services.
• Act as a problem solver to understand pain points and work with clients to ensure they reach their desired outcomes utilizing RDR and BMI products.
• Grow customer lifetime value by building and maintaining strong relationships and serving as the voice of the customer internally.
• Provide tailored training and support to clients.
• Build and maintain outstanding client relationships.
• Proactively engage 'at risk' clients, discovering trends for churn, optimizing processes and implementing best practices for retention.

You May be a Good Fit if:

• Strong relationship management and interpersonal skills with good EQ.
• Can-do attitude and problem-solving mentality.
• Proven success in building and maintaining trusted relationships.
• Strong time management and organizational skills.
• Ability to utilize data for decision making.

What Would Make You Stand Out:

• Additional languages such as French, German, Spanish, Arabic would be a plus.
• Prior customer success experience within financial services including experience of increasing adoption and retention metrics.
• Self-motivated, proactive and driven.
• Proficiency with Salesforce, Gong, Gainsight.

Why Choose Fitch:

• 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 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.

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 interest 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 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.