RDR/BMI is currently seeking a Customer Success leader based out of our New York office.
The Regional Head Americas will oversee a team of highly capable customer success managers. The team drives product and platform adoption ensuring exceptional customer experience that results in retention, advocacy and business growth.
Our global team operates from London, Frankfurt, Barcelona, New York, Dubai, Tokyo, Singapore and Hong Kong.
What We Offer:
- The opportunity to manage a great team of highly capable customer success managers
- Joining a team with great opportunity to grow and impact business outcomes
- The opportunity to join a highly collaborative environment working closely with stakeholders across the Fitch group
We’ll Count on You To:
- Lead and develop a regional customer success team who build and manage customer relationships, driving commercial value through adoption and retention of Fitch Solutions products
- Coach, mentor, motivate and inspire the team to reach their full potential supporting them to perform their role and reach their goals and objectives. Recognize and develop existing talent and drive employee engagement
- Develop and build the regional CSM strategy for the Americas market whilst providing input into global customer success strategy
- Define, optimize and work within the customer lifecycle, ensuring scaled interventions and touch points for each point in the customer journey.
- Deliver against measurable outcomes, in particular driving usage and adoption of Fitch Solutions products and services, ensuring revenue retention and customer engagement goals are met.
- Partner with sales and other organizations to align on territory initiatives to optimize growth, retention and account expansion. Collaborate with regional and global peers to share best practice
- Build strong client relationships to understand the market need and drive voice of the customer activities.
- Work with stakeholders across a matrix organization support and operationalize the CSM strategy and achieve optimal business outcomes
- Supporting recruitment, onboarding and induction of new starters within customer success team
- Monitor and report on overall customer health adoption, renewals expansion and execution of customer success plans. Weekly and monthly reporting on team activities and outcomes to management
What You Need to Have:
- Proven and demonstrable customer centric track record with experience in sales or customer success. Highly client focused with demonstrated commitment to relationship building
- Demonstrable ability to deliver results through key sales and revenue metrics
- Previous people management experience with a positive approach in developing people with a strong emphasis on mentoring and coaching.
- Ability to ‘take the lead’ and have constructive and challenging conversations
- In-depth technical /product/content knowledge especially within Financial Services
- Excellent organizational and time management skills, including ability to prioritize and work under tight deadline in a fast paced environment
What Would Make You Stand Out:
- Understanding of trends, themes and developments in customer success
- Exceptional communication skills
- Market domain knowledge
- Demonstrable experience with analytics
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 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, credit risk, ESG, developed and emerging markets, industry sectors and individual credits.
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 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 $150,000 and $200,000 per year. 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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