In his role as CCO at Finova, Marsh will reshape the business structure to focus on “enhancing customer outcomes” and “improving operational efficiency”.
He will lead the newly formed customer success function, which brings together account management, customer support, implementation, and customer insights into one team.
Marsh will also lead executive sponsorship across all Finova clients, backed by a team of customer success directors, and will oversee the operational performance in partnership with operations director Sebastian Mrotzek.
Marsh has worked at Finova for around five years, initially joining as client infrastructure and services director and then as client operations director.
Prior to that, he was at Castle Trust for nearly two years, initially as technical architect and then as director of technology.
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Finova recently appointed Rowan Clayton as chief product officer, Hamza Behzad as business development director and Sebastien Mrotzek as operations director.
Paraag Davé, executive chair 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.”
Marsh (pictured) added: “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.”
