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The Global Client Relationship Management team is committed to supporting our customers to be as successful as possible. The primary function of Client Relationship Management is to lead customer success initiatives, drive adoption and success within our customers, ultimately leading to renewals, advocacy and expansion across the portfolio.
The team operates in London, Frankfurt, Madrid, New York, and Asia.
Proactive client outreach - Provide client training and product demonstrations (in person, via WebEx or in-house) to increase product's usage and engagement, identify up-sell/cross-sell opportunities and build/maintain strong client relationships.
On-board new clients efficiently and accurately as part of defined onboarding process.
Deliver and develop appropriate customer engagement and retention strategies
Collaborate with sales and marketing to track and monitor usage
Build and maintain strong client relationships and become the single point of escalation for the client across all products/platforms
KYC - understand client workflows and assist with addressing pain points
Maintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedback are 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 a nalysis, interpretation and resolution of client issues that occur within Fitch Solutions' research, credit data and analytics products.
Prioritisation of workload to ensure effective account planning
Utilize internal system (Salesforce) to log issues, escalate unresolved queries and follow-up with relevant departments for issue's resolution.
Inform clients of relevant research, new product developments or updates.
Produce ad-hoc reports and clients' usage statistics.
Participate in Fitch Solutions events and conferences 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.
Meet KPIs 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
Educated to degree level or equivalent.
Customer focused with commitment to providing exceptional client experience
Substantial experience in a client-facing, relationship management role or customer success role
In-depth technical /product/content knowledge.
Highly client-focused with demonstrated commitment to relationship building
Highly 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 communication skills.
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.
Dual-headquartered in New York and London, Fitch Ratings is a leading provider of credit ratings, commentary and research. Dedicated to providing value beyond the rating through independent and prospective credit opinions, Fitch Ratings offers global perspectives shaped by strong local market experience and credit market expertise. The additional context, perspective and insights we provide help investors to make important credit judgments with confidence.
Fitch Solutions delivers credit market data, analytical tools and risk services to the global financial community. In addition to offering proprietary market-based content, Fitch Solutions distributes the ratings, research and financial data of Fitch Ratings through a variety of flexible platforms. With innovation and experience behind every solution, Fitch Solutions helps financial professionals meet the diverse and evolving needs of today's global markets.
Fitch Ratings and Fitch Solutions, along with Fitch Learning, are part of the Fitch Group, a global leader in financial information services with operations in more than 30 countries. Fitch Group is wholly-owned by Hearst.
Fitch Ratings and Fitch Solutions are an equal opportunity / affirmative action employer, complying with all laws governing employment in each jurisdiction in which operating, and provide equal opportunity to all applicants and employees. All qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, disability, marital or protected veteran status, sexual orientation, gender identity and other status protected by applicable laws.
Fitch is an equal opportunity employer that employs people across the full spectrum of society. Fitch works hard to create a workplace with an emphasis on inclusion, innovation and merit. By valuing diversity and equality in our workplace, we believe it adds strength to our business.
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 asked to declare any securities holdings and other potential conflicts for you and your Family Members prior to commencing employment. If you, or your Family Members, have any holdings that may conflict with your work responsibilities, they must be sold before beginning work. In certain roles, employees and their Family Members may be limited to investments in diversified mutual funds only.
For more information about this policy, please visit the Code of Ethics and Conduct page .