Customer Success Manager - Italian Speaker

Job Description

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 appreciateauthenticity 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. Fitchs Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitchs ERGs are available to connect employees with otherswithin 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 competitivemarket. 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. Title: Customer Success Manager- (Italian Speaker) Location: London The Team The Global Customer Success team is committed to supporting our customers to be as successful as possible. The primary function of Customer Success is to lead customer success initiatives, drive adoption of ourproducts and platforms, ensure excellent customer experience ultimately leading to renewals, advocacy and expansion across the portfolio. The team operates in London, Frankfurt, New York, and Asia. Responsibilities:Proactive client engagement - Provideclient support and product demonstrations (in person, via WebEx or in-house) to increase products usage, value perception, and engagement, identify up-sell/cross-sell opportunities and build/maintain strong client relationships.On-board new clients efficientlyand accurately as part of defined onboarding process.Deliver and develop appropriate customer engagement and retention strategiesCollaborate with sales and marketing to track and monitor usageBuild and maintain strong client relationships and becomethe single point of escalation for the client across all products/platformsKYC - understand client workflows and assist with addressing pain pointsMaintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedbackare entered on the CRM platform.Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal and growth objectives.Work closely with Product Support, Information Technology, Sales and other groups in the analysis,interpretation and resolution of client issues that occur within Fitch Solutions research, credit data and analytics products.Prioritisation of workload to ensure effective account planningUtilize internal system (Salesforce) to log issues, escalateunresolved queries and follow-up with relevant departments for issues resolution.Inform clients of relevant research, new product developments or updates.Produce ad-hoc reports and clients usage statistics.Participate in Fitch Solutions events andconferences where required.Enter sales opportunities into the CRM platform and assign to relevant sales person for follow-up.Escalate rating leads to BRM (Business Relationship Management).Participate to internal projects if and when required.MeetKPIs as set by management including # of meetings/calls/emails per month and retention rate/content usage of clients assigned. Qualifications and experience:Fluency in both written and verbal forms of English and ItalianEducated to degree level or equivalent. Customer focused with commitment to providing exceptional client experienceSubstantial experience in a client-facing, relationship management role or customer success roleIn-depth technical /product/content knowledge.Highly client-focused with demonstratedcommitment to relationship buildingHighly motivated, flexible, proactive, and adaptable to change.Excellent organisational and time management skills, including ability to prioritise and work under tight deadlines.Strong written and verbal communicationskills.Strong presentation skills.Self-starter who can work well both independently and as part of a team environment.Knowledge of Fixed Income products preferred but not required. #LI-VD1 #LI-Solutions Fitch Group is a global leader in financialinformation 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 Fitchs credibility and reputation, our employees must take everyprecaution 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 commencingemployment. 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 an equal opportunity employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.