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Client Relationship Manager
Fitch Ratings
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
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.
The Global Client Relationship Management team is committed to providing the highest quality of support possible to our Fitch Solutions clients. The primary function of Client Relationship Management is to provide outbound support for Fitch Solutions products to our clients in person and online which ultimately drives adoption and usage of our platform.
Responsibilities:
• 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 uild/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 andmarketing 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 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 planning
• Utilize internal system (Salesforce Service Cloud) 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:
• Educated to degree level or equivalent.
• Customer focused with commitment to providing exceptional client service.
• 4 to 5 years of previous experience in a client-facing or relationship management role.
• In-depth technical /product/content knowledge.
• Prior experience with Datafeeds, Web based platforms, API or Excel Add-in is a plus.
• 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.
• Fluency in both written and verbal forms of English is essential.
• Knowledge of Fixed Income products preferred but not required.