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About the Role

Join the Fitch Solutions Commercial Team and leverage your client relationship skills for professional development and visibility in the financial market intelligence space. Immerse yourself in a dynamic, fast-paced environment within a leading financial services group, contributing to a culture of collaboration and innovation.

Responsibilities

• Develop and execute strategic account plans to drive client adoption, retention, and growth.
• Build trusted client relationships and ensure clients achieve their business objectives and maximize the value of Fitch Solutions.
• Meet or exceed KPIs through a proactive, responsive, and client-centric approach.
• Develop product expertise across Fitch Solutions products and understand competitor offerings.
• Provide regular reporting and insights on client engagement, account activity, opportunities, and risks to management.
• Collaborate cross-functionally with Account Management, Sales Specialists, and Product teams to deliver exceptional client outcomes and identify growth opportunities.
• Support the onboarding and development of new team members.
• Prepare a success plan focused on usage, adoption, and renewal data.
• Monitor account health and meet with Account Managers/Sales Specialists to align on client objectives and business goals.
• Develop a strong understanding of each client’s organization, workflows, and use cases.
• Plan onboarding and engagement, building trust and understanding customer needs.
• Drive adoption and ensure maximum value from licenses.
• Engage with clients to nurture relationships, identify at-risk customers, and review renewals.
• Hold regular ‘QBR or EBRs’ with customers, working in partnership with sales.
• Review upcoming renewals (90-120 days out) with Account Managers and provide input on account health and client engagement.
• Collect customer feedback and monitor usage to provide insights.
• Meet with clients to drive adoption, usage, and advocacy, balancing volume with excellent customer experience.
• Identify upsell opportunities and drive market advocacy from clients.
• Support the development of client advocacy by fostering positive relationships and strong product engagement.

Requirements

• Previous client-facing experience.
• Previous customer success experience is ideal.
• 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.
• Minimum 3 years of customer success experience within financial services or SaaS industry.
• Strong knowledge of financial services and related client workflows.
• Proficiency in an additional European language is a plus.
• Tenacious, proactive, and goal-oriented with a strong focus on delivering results.
• Comfortable operating in an AI-enabled environment or eager to build AI literacy.

Skills

• Fluent in French and English
• Product expertise
• Client relationship management
• Account planning
• Reporting and insights
• Cross-functional collaboration
• Onboarding
• Customer success
• Financial services knowledge
• SaaS industry knowledge
• Presentation skills
• Communication skills
• Organizational skills
• Self-motivation
• AI literacy

Location

• London

Work Type

• Hybrid Work Environment
• 3 days a week in office required

Experience Level

• Senior

Benefits

• Dedicated trainings
• Leadership development programs
• Mentorship programs
• Retirement planning
• Financial wellness programs
• Tuition reimbursement programs
• Comprehensive healthcare offerings
• Global parental leave plan
• Paid volunteer days
• Support for community engagement initiatives

About the Company

• Fitch Solutions is a leading provider of insights, data and analytics, informing investment strategies, strengthening risk management capabilities and helping identify strategic opportunities.
• 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.
• Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions.
• AI is embedded in how we work every day—supporting smarter decision-making, streamlining workflows, and enabling new ways to create value for our business and clients.

Equal Opportunity

• 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.