Director, Head of APAC Customer Success

Director, Head of APAC Customer Success

• Manage a team of customer success professionals across all Fitch Solutions business lines, including Fitch Ratings Research & Data, BMI, and CreditSights, based in Singapore, to deliver exceptional customer experiences and support successful renewals and upsell growth potential across the APAC region.
• Develop and implement strategic and tactical plans to drive retention and growth across the team's portfolio, aiming to enhance team performance, efficiency, and scalability.
• Define and execute a talent management plan, including recruitment, onboarding, coaching, and performance reviews to grow and develop your team.
• Set, measure, and analyze metrics to clearly define what success looks like, working with urgency to meet and exceed monthly and quarterly KPIs.
• Contribute to the development and improvement of customer success processes, policies, and best practices.
• Cultivate a culture of continuous learning and improvement, encouraging team members to develop their skills and advance in their careers.
• Facilitate cross-functional collaboration with other departments to ensure seamless integration of customer feedback into product and service enhancements.

• You have a degree or equivalent experience with 5+ years of client-facing experience, including at least 3 years of leading and coaching a team of customer success professionals.
• You possess 3+ years of experience in setting and managing KPIs, growth plans, and have a proven track record of managing a book of business within financial services.
• You have experience with Salesforce or other CRM systems and proficiency with Microsoft Office, demonstrating excellent verbal and written communication skills.
• You are well-organized, self-motivated, and have the ability to prioritize workload, collaborate with operational and commercial teams, and navigate complex customer and stakeholder environments.

• Experience in managing complex accounts and territories, with change management expertise in driving efficiencies and scaling.
• A proven record of fostering customer loyalty and identifying business expansion opportunities, showcasing strong commercial acumen and understanding of the business landscape.
• Ability to engage with key decision-makers and influence client decisions.
• Ability to inspire, coach, and develop team members.
• Demonstrated ability to maintain a customer-first mindset with a love for engaging with people, showcasing tenacity, goal orientation, and strategic thinking skills.

• Hybrid Work Environment: 3 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community