41 Customer Success, Associate Director Jobs in New York, NY
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Customer Success, Associate Director
$90k-122k (estimate)
Full Time | Lending & Credit
2 Days Ago
Fitch Solutions is Hiring a Customer Success, Associate Director Near New York, NY
Fitch Solutions is currently seeking a Customer Success, Associate Director (CSM – AD), based out of our New York City office. As a trusted partner, a CSM - AD will expertly blend relationship management, training and education with in-depth functional and product knowledge to foster customer loyalty and expansion within their assigned territory, and partner with a team to support successful renewals and upsell growth potential. At the same time, a CSM - AD will provide coaching and career development to a team of 2-3 Customer Success Managers (CSMs) or Customer Success Associates (CSAs), working alongside the Regional Head of Customer Success.
What We Offer
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.
Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.
For More Information Please Visit Our Websiteswww.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.
I FOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $120,000 and $130,000. 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.
What We Offer
- A dynamic role at the intersection of relationship management, product expertise, client education and leadership development.
- 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
- Develop a strategic and tactical plan to drive retention and growth within a dedicated book of business.
- Work with urgency to meet and exceed monthly and quarterly KPIs
- Develop product expertise including CreditSights, Covenant Review, LFI and other CreditSights products, as well as a broad understanding of the competitive landscape
- Coach and mentor 2-3 customer success team members and help them handle customer escalations, and achieve their goals and KPIs
- Conduct regular 1 on 1s, performance reviews and provide regular feedback and recognition to your team
- Assist with hiring, onboarding, and training of new customer success team members
- Contribute to the development and improvement of customer success processes, policies, and best practices
- Plan and assess approach to onboarding and engagement model.
- Book first engagement, ensuring that you start to build trust and confidence with customer by nurturing a relationship, understanding value expectations and customer’s use case. Ask relevant discovery questions
- Engage customer with appropriate level of support to drive adoption and engagement best suited to their personal use case
- Follow up and ensure you can penetrate within the wider firm and understand the customer's organization and objectives
- Ensure customers derive maximum value form their use case, utilizing all licenses
- Prepare a detailed success plan for your territory taking into consideration, at a very minimum, usage, engagement and renewal data . You should be able to clearly define business outcomes and articulate risks
- Monitor adoption and usage and other account health factors developing a regular cadence of data delivery to drive your decision making and prioritization
- Deepen understanding of the customers, their organization, their workflow and their use cases of Fitch products
- Regularly meet with Account Managers to align on account priorities and engagement plans
- Strategically match analysts with customers based on the best fit for the customer's needs and the analyst's strengths, ensuring a more impactful interaction
- Research accounts to identify key decision makers and stakeholders
- Engage with customers either in person or via zoom using a variety of methods including 121, group meeting, webinars, events to nurture and drive relationships
- Proactively identify ‘at risk’ customers and end users
- Hold regular Executive Business Reviews (EBRs) with your customers, working in partnership with sales
- 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
- Regularly monitor usage, data and other customer health metrics to create actionable insights
- Engage with as many end users as possible to drive adoption, usage and advocacy, whilst providing an excellent customer experience
- Scale engagement with clients through personally crafted cadence in Salesloft
- Discover upsell/cross-sell opportunities through client interactions and conduct preliminary qualification of leads. Ensure qualified leads are passed to appropriate Account Manager
- Drive market advocacy and referrals from existing clients
- Degree or equivalent experience
- 5 years of previous client facing experience, with at least 1 year of experience in leading, coaching, or mentoring a team of customer success professionals
- Knowledge and experience within financial services
- Proven track record of managing a book of business
- Ability to collaborate with operational and commercial teams internally
- Excellent listening, presentation and communication skills
- Ability to navigate complex customer and stakeholder environments
- Well organized and self-motivated
- Customer first mindset and a love for engaging with people
- Prior experience with salesforce or CRM
- Excellent verbal and written communication skills
- Ability to prioritize workload
- Proficiency with Microsoft Office
- Tenacious, goal orientated and a strategic thinker
- 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.
- Ability to inspire, coach and develop team members.
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.
Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.
For More Information Please Visit Our Websiteswww.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.
I FOR NEW YORK ROLES ONLY: Expected base pay rates for the role will be between $120,000 and $130,000. 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.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Lending & Credit
SALARY
$90k-122k (estimate)
POST DATE
06/27/2024
EXPIRATION DATE
08/19/2024
WEBSITE
fitchsolutions.com
HEADQUARTERS
NEW YORK, NY
SIZE
500 - 1,000
FOUNDED
2008
CEO
STEVE MILLER
REVENUE
$10M - $50M
INDUSTRY
Lending & Credit
Related Companies
About Fitch Solutions
Fitch Solutions fuels better informed credit risk and strategy decisions with reliable data, insightful research, and powerful analytics. Our teams provide crucial intelligence to help our clients to easily understand and interpret markets, so they can protect their organizations interests and help to grow profitability. Today, 90 percent of the worlds leading financial institutions, multinational companies, governmental bodies, and consulting firms based in more than 118 countries depend on Fitch content to inform their business decisions. Clients benefit from accurate, granular and in-depth ...information, plus differentiated perspectives, especially in markets where information is hard to find and difficult to interpret. Information is structured and delivered to increase efficiency and optimize workflows, with the option to dive into the detail wherever necessary. Our products have won numerous awards, for the quality of our research, data, forecasting, and technology. The driving force behind our products is our people. Experienced analysts, dedicated data specialists and committed customer success teams across the globe work together to ensure we remain a trusted partner to our clients. Our goal is to add value to our clients work at every step of the way. Get to know us: https://www.fitchsolutions.com/
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