Let's begin! Customer Success Management Associate (9421)
Let's begin! Customer Success Management Associate (9421)
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Job Description
At Moodys we unite the brightest minds to turn todays risks into tomorrows opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they arewith the freedom to exchange ideas think innovatively and listen to each other and customers in meaningful ways.
If you are excited about this opportunity but do not meet every single requirement please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship lead with curiosity champion diverse perspectives turn inputs into actions and uphold trust through integrity.
The Role / Responsibilities:
Customer Success is critical to our shortterm and longterm goals as an organisation. Simply put we are successful when our clients accrue continued value from our solutions and services. We are looking for a Customer Success Manager who can act as a true customer advocate empowering clients to achieve their desired outcomes when utilising our Moodys View solutions taking a proactive & strategic approach to ensure both client and Moodys Analytics are mutually benefitting from the relationship.
This role is responsible for working with sales colleagues and internal stakeholders to drive the client strategies mapping the customer journey to achieve their desired outcomes with our Moodys View solutions and improving the overall customer experience. Additionally the role requires the continuous assessment of client health and providing clients with strategic guidance and product overviews.
- Meet or exceed activity based KPIs which align with the companys vision and objectives.
- Lead the postsales client lifecycle coordinating key internal stakeholders from Sales right through to Product
- Drive the retention of clients within an assigned book of business
- Achieve clients desired outcomes by developing relationships built on trust and integrity
- Collaborate with Product Management and Product Strategy to promote improvement in product quality and coordinating regular client feedback forums
- Empower and enable clients by anticipating potential painpoints or pitfalls and introducing them to suitable best practices
- Work closely with clients to help them achieve selfsufficiency ensuring they are coached effectively throughout the lifecycle
- Demonstrate strong customer advocacy by hosting Voice of the Customer (VoC) forums conducting CSAT surveys & completing NPS outreaches giving clients a voice and an opportunity to improve our offering
- Serve as the centralised point of contact between the client and internal stakeholders coordinating the engagement of other stakeholders where suitable and necessary
- Coordinate Moodys Analytics responses to requests from clients
- Assist in the preparation and circulation of market insight comments to create awareness of Moodys expertise internally and externally
- Position requires travel (approximately 20% to 40% of your time).
Qualifications & Attributes:
- Undergraduate/firstlevel degree (e.g. Bachelors degree) required with coursework in business economics finance marketing or related fields.
- A Moodys employee at this level would typically have 13 years experience working in direct businesstobusiness client facing roles with experience within a SaaS commercial data analytics regulatory or finance industry.
- Solid understanding of complex business concepts and processes particularly in the area of regulatory compliance supplier and credit risk use cases.
- Ability to present highlevel information as well as detailed demonstrations of products & services.
- Excellent verbal/written communication and presentation skills.
- Ability to work both independently and within a team environment with focus and high attention to detail.
Moodys is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex place of origin disability marital or familial status sexual orientation gender expression gender identity or any other characteristic protected by law. We encourage applications from Aboriginal persons members of a visible minority group persons with a disability members of the LGBTQ community and women.
Moodys is committed to maintaining an inclusive diverse and accessible workplace. To this end reasonable accommodations are available on request and will take into account the particular accommodation needs of individual candidates. If you are selected and require accommodation during any stage of the recruitment process you may send your request to . Information provided during the accommodation process will be treated as confidential and will be shared only to the extent required to properly evaluate accommodation requests.
Candidates for Moodys Corporation may be asked to disclose securities holdings pursuant to Moodys Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy including remediation of positions in those holdings as necessary.
Required Experience:
IC
Employment Type
Full Time
