Head of Digital Customer Success

Fitch Group; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading financial services company is seeking a Head of Digital Customer Success in London. This role involves leading a team to enhance customer satisfaction and engagement with Fitch Solutions platforms, utilizing data analytics to identify growth opportunities. The ideal candidate will have extensive client management experience and a passion for delivering exceptional customer service within a dynamic environment.

Benefits

Hybrid Work Environment

Continuous Learning Opportunities

Retirement Planning

Comprehensive Healthcare

Family-Friendly Policies

Inclusive Work Environment

Paid Volunteer Days

Qualifications

• 5+ years of direct client management experience.
• Proven experience leading a small team in a tech-driven environment.
• Strong written English skills.

Responsibilities

• Hire and lead a group of Digital Customer Success Managers.
• Deliver high impact engagements for a large volume of customers.
• Monitor customer adoption and respond to health signals.

Skills

Client Management

Customer Success

Leadership

Analytical Skills

Organizational Skills

Communication

Tools

Customer Success Tools

Job description

Fitch Solutions is currently seeking a Head of Digital Customer Success 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

The Digital Customer Success team is dedicated to ensuring our clients’ success. We guide clients along their customer journey, delivering a seamless experience though consistent digital touchpoints.

How You’ll Make an Impact:

• Hire and lead a group of Digital Customer Success Managers to achieve high customer satisfaction and adoption of Fitch Solutions platforms whilst keeping the team motivated to provide exceptional expertise and service
• Deliver high impact and time based engagements for a large volume of customers across the customer lifecycle
• Work with team to create content and user guides to be used on our support centre and platforms
• Monitor customer adoption and respond to ‘health’ signals
• Identify new opportunities for one to many customer programmes to drive success at scale
• Utilise data and analytics to track usage patterns and identify risk and opportunities for growth
• Own the success of a portfolio of Fitch Solutions clients and protect revenue at risk within the scaled segment
• Conduct strategic account planning to identify growth opportunities in alignment with adoption plans
• Coach team members to enhance customer engagement
• Foster a culture of continuous improvement

You May be a Good Fit if:

• You have 5+ years experience of direct client management experience, ideally in a customer success, account management or customer education background.
• You execute with excellence and have a track record for creating impact and value for your customers
• A passion for delivering customer success and driving performance
• Understanding of customer retention, renewal and digital touchpoint engagement
• Proven experience leading a small team of individual contributers in a tech driven environment
• Strong written English skills
• Resourceful and creative
• Excellent organizational skills

What Would Make You Stand Out:

• Proven customer first approach
• Good data and analytical ability
• Previous experience with customer success tools eg Gong, Gainsight, Planhat etc
• Additional languages such as French, German, Spanish or Portuguese would be an advantage
• Previous experience of financial services

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 workplacewhere all voices are valued, withEmployee 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.

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