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Customer Success Associate

4 months ago

New York, United States Fitch Group Full time
Customer Success Associate - CreditSights

Fitch Solutions is currently seeking a Customer Success Associate - CreditSights based out of our New York City office. As a trusted partner, a Customer Success Associate will expertly blend relationship management, training and education with in-depth functional and product knowledge in order to foster client loyalty and expansion within their assigned territory. CSA will work with a team to support successful renewals and upsell growth potential.

What We Offer:
  • A dynamic role at the intersection of relationship management, product expertise, and client education.
  • The opportunity to work with a global leader in credit ratings and research, offering unique insights into the financial markets.
  • A collaborative environment where your contributions will support the commercial success of Fitch Solutions.
  • Access to a suite of comprehensive products and a chance to become an expert in CreditSights Research, Covenant Review, LFI and other CreditSights products
We'll Count on You To:
  • Work with urgency to meet and exceed monthly and quarterly KPIs
  • Work to ensure you document the details of each client interaction in Salesforce
  • Develop product expertise including CreditSights Research, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitor offering
  • Participate in projects and company initiatives as directed
  • Triage and escalate inbound customer requests to appropriate departments (client service/client admin, etc.)
Work throughout the customer lifecycle to:

Onboarding:
  • Provide support to all new users which could entail setting up access to their subscription.
  • Send welcome email and book first engagement.
  • Build trust and confidence with customer by nurturing a relationship, understanding value expectations and customer's use case. Asking relevant discovery questions.
  • Engage customer with appropriate level of support to drive adoption and engagement
Activation
  • Prepare an account plan for your territory taking usage, adoption and renewal data into consideration
  • Monitor adoption and usage and other account health factors
  • Deepen understanding of the clients, their organization, their workflow and their use cases of Fitch products
  • Regularly meet with Account Managers to understand our client objectives
  • Strategically match analysts with clients based on the best fit for the client's needs and the analyst's strengths, ensuring a more impactful interaction
  • Research accounts to identify key decision makers and stakeholders
Retention
  • Review upcoming renewals (90 days out) with Account Managers and provide input on account health
  • Act as the voice of the customer by collecting customer feedback and bringing back into the business
  • Establish comprehensive understanding of the client's operations, workflows, and team structures
  • Ensure that you meet with as many end users as possible to drive adoption, usage and advocacy. Driving volume whilst providing an excellent customer experience
  • Drive engagement with clients through personally crafted cadence in Salesloft
  • Expansion
  • Discover upsell/x-sell opportunities through client interactions and conduct preliminary qualification of leads. Ensure these are passed to appropriate Account Manager
  • Drive market advocacy and referrals from existing clients
What You Need to Have:
  • Degree or equivalent experience
  • Previous client facing experience.
  • Customer first mindset and a love for engaging with people.
  • Prior experience with salesforce or CRM
  • Excellent verbal and written communication skills
  • An interest in financial markets
  • Ability to prioritise workload.
  • Proficiency with Microsoft Office
  • Tenacious and goal orientated.
What Would Make You Stand Out:
  • Experience in managing complex accounts and territories.
  • A proven record of fostering customer loyalty and identifying business expansion opportunities.
  • Strong commercial acumen and understanding of the business landscape.
  • Ability to engage with key decision-makers and influence client decisions.


Why Fitch?

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority. We are building incredible things at Fitch and we invite you to join us on our journey.

Fitch Solutions provides data, research and analytics to support informed decisions. We help clients excel at managing their credit risk, offer deep insight into the debt investment market, and provide comprehensive intelligence about the macroeconomic environment.

For more information please visit our websites:

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

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 interests 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 Group 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.

FOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $75,000 and $85,000. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch's total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch.

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