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.

Want to learn more about a career on our commercial team? Visit our careers page: https://careers.fitch.group/content/Fitch-Solutions-Commercial/

Fitch Solutions is currently seeking a Customer Success Manager based out of our Singapore office.

How You’ll Make an Impact: 

• Develop strategic and tactical plans to drive retention and growth within a dedicated book
• Enhance client value realization and build trusted relationships
• Meet and exceed KPIs with urgency
• Develop product expertise across Fitch Solutions products as well as a broad understanding of the competitor offering
• Weekly/ monthly reporting on team activities to management
• Support onboarding and induction of new starters

Onboarding:

• Plan onboarding and engagement, building trust and understanding customer needs
• Drive adoption and ensure maximum value from licenses

Activation:

• Prepare a success plan considering usage, adoption, and renewal data
• Monitor account health and meet with Account Managers/Sales Specialists to align on client objectives
• Deepen understanding of clients, their organization, their workflow and their use cases of Fitch products

Retention:

• Engage with clients to nurture relationships, identify at-risk customers, and review renewals
• Hold regular ‘QBR or EBRs’ with your customers, working in partnership with sales
• Review upcoming renewals (90 days out) with Account Managers and provide input on account health
• Collect customer feedback and monitor usage to provide insights
• Ensure that you meet with as many clients as possible to drive adoption, usage and advocacy. Driving volume whilst providing excellent customer experience

Expansion:

• Identify upsell opportunities and drive market advocacy from clients

You May be a Good Fit if:

• Previous client facing experience with ideally previous customer success experience and has exposure managing mid to high low tier accounts; managing between 30-50 accounts
• 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
• Excellent verbal and written communication skills 

 What Would Make You Stand Out: 

• Additional languages such as Mandarin, Japanese, Korean
• Prior customer success experience within financial or SaaS industry including experience of increasing adoption and retention metrics
• Tenacious and goal orientated

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, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies: Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back: Paid volunteer days and support for community engagement initiatives

For more information please visit our websites:   

www.fitch.group | www.fitchratings.com | www.fitchsolutions.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 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.

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