Finova has promoted Richard Marsh (pictured) to chief customer officer as part of its growth plans.
Marsh, who was previously chief operating officer, has spent the last four years working closely with lenders and building societies.
In his new role, Marsh will help change the business structure to put more focus on customer outcomes, operational efficiency, and updating Finova’s solutions in line with industry needs.
He will set up and lead a new customer success function, which brings together account management, customer support, implementation, and customer insights into one team.
This team will work on delivering value, keeping clients, and building long-term partnerships.
Marsh will also lead executive sponsorship for all Finova clients, backed by a newly formed team of customer success directors.
The aim is to provide consistent engagement, make sure customer goals are met, and support collaboration with clients.
Marsh will continue to work with operations director Sebastien Mrotzek to keep customer success and service delivery closely linked.
Marsh said: “I’m incredibly excited to take on the role of chief customer officer.
“At Finova, we’ve been on a transformative journey, and our customers have always been at the centre of everything we do.
“My focus will remain on driving their success by delivering best-in-class solutions that meet their evolving needs.
“Finova is in a strong position to support lenders and brokers with innovative technology, and I’m looking forward to leading this next chapter of growth and customer excellence.”
Paraag Davé, executive chairman at Finova, said: “Richard’s dedication and leadership have been instrumental in Finova’s success to date.
“His commitment to understanding and addressing our customers’ needs has strengthened our partnerships and ensured our solutions remain market leading.
“As chief customer officer, Richard will continue to play a vital role in our mission to empower financial institutions with technology that delivers exceptional outcomes.”
