Dir-Customer Success Mgmt

4 weeks ago

Independence, United States Moody's Full time
Job Description

Experience Level: Experienced Hire

Categories:

  • Sales & Marketing

Location(s):

  • Remote - United States, US

Customer Success is critical to our short-term and long-term goals as an organization. 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 utilizing our KYCDA solutions, taking a proactive & strategic approach to ensure both client and Moody’s 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 KYCDA 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.

* Work directly with strategically important customers to align strategies across internal stakeholder groups and CSM teams for other product lines.
* Meet or exceed activity based KPIs which align with the company’s vision and objectives.
* Lead the post-sales 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 pain points or pitfalls and introducing them to suitable best practices
* Work closely with clients to help them achieve self-sufficiency, ensuring they are coached effectively throughout the lifecycle
* Demonstrate strong customer advocacy by hosting Voice of the Customer (VoC) forums, conducting C-SAT surveys & completing NPS outreaches, giving clients a voice and an opportunity to improve our offering
* Serve as the centralized point of contact between the client and internal stakeholders, coordinating the engagement of other stakeholders where suitable and necessary
* Coordinate Moody's Analytics responses to requests from clients
* Assist in the preparation and circulation of market insight comments to create awareness of Moody's expertise internally and externally
* Position requires travel (approximately 20% to 40% of your time).

Qualifications & Attributes:

* Undergraduate/first-level degree (e.g., Bachelor’s degree) required, with coursework in business, economics, finance, marketing or related fields.
* A Moody’s employee at this level would typically have 10+ years’ experience working in direct business-to-business 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 high-level 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.



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