Customer Success Manager
5 months ago
At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective. Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion. Fitch’s Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitch’s ERGs are available to connect employees with others within the organization to offer professional and personal support.
With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.
Fitch Solutions provides 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. All available on our platform, Fitch Connect, designed and built using our credit, macro and industry expertise to help you make more informed decisions.
Customer Success Manager
Fitch Solutions is currently seeking a Customer Success Manager based out of our Singapore office.
The prospective candidate will become part of our fast-paced Customer Success team, a group of dedicated professionals focused on fostering strong relationships with clients and ensuring their success with our products and services. The primary goal of the team is to drive product and platform adoption, ensuring an exceptional customer experience that ultimately results in renewals, customer advocacy, and business opportunities.
Our global team is based out in London, Frankfurt, Poland, New York, Dubai, Tokyo, Hong Kong and Singapore.
What We Offer:
We’ll Count on You To:
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 clientsWhat You Need to Have:
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 plusWhat Would Make You Stand Out:
Be resourceful and creative when approaching problem solving Adaptable and open to change Self-starter who can work well both independently and as part of a team environment-
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