Customer Success Manager, Singapore
4 weeks ago
Fitch Solutions is a leading provider of data, research, and analytics that help clients excel at managing their credit risk, offer deep insight into the debt investment market, and provide comprehensive intelligence about the macroeconomic environment.
Job SummaryWe are seeking a Customer Success Manager to join our fast-paced Customer Success team in Singapore. As a Customer Success Manager, you will be responsible for fostering strong relationships with clients, ensuring their success with our products and services, and driving product and platform adoption.
Key Responsibilities- Work with new and existing Fitch Solutions customers to provide onboarding and ongoing education to drive value and success with their use of the web platforms
- Collaborate with sales and marketing colleagues to develop and deliver appropriate customer engagement and retention strategies
- Develop strong long-lasting relationships with your book and proactively manage 'at risk' clients in conjunction with sales
- Identify opportunities for upselling and cross-selling additional products to existing customers
- Create and implement customer success plans, tailoring strategies to align with individual customer objectives and drive long-term success
- Identify and collect customer insight and feedback that can support and drive product enhancement
- Maintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedback are entered on the CRM platform
- Ensure you are up to date with the product features and enhancements and be able to translate to a number of customer use cases
- Actively participate in Fitch Solutions events and conferences where required
- Participate to internal projects if and when required
- Travel required to meet clients
- Excellent organisational and time management skills, including ability to prioritise and work under tight deadlines
- Demonstrated ability to understand customer needs and navigate complex customer organizations
- Ability to work effectively as a team player
- Thrive in a fast-paced environment where you can multitask and deal with change
- Be a fast learner and self-motivated
- Strong English communication and written skills; proficiency in Mandarin is a plus
- Fitch is a strong global brand with great name recognition
- Dynamic, collaborative and supportive environment
- Exposure to a diverse portfolio of clients and industries
- Access to internal and external training to acquire new skills and knowledge
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