Implementation Engineer

3 days ago

Newark, Delaware, United States Moody's Full time
About Moody's

At Moody's, we strive to create an inclusive environment where everyone feels welcome to be who they are. We believe in the power of diverse perspectives and the importance of collaboration in driving innovation and success.

Job Summary

We are seeking a highly skilled Implementation Engineer to join our Software Support team. As a key member of our team, you will be responsible for providing best-in-class software support to our customers, managing and resolving complex client inquiries, and partnering with our Customer Success team to build a deep understanding of our clients' business needs.

Responsibilities
  • Provide external and internal customers with exceptional software support across our MOODY'S Insurance suite of product offerings.
  • Manage and resolve client inquiries of intermediate to advanced complexity, escalating cases as necessary to meet MOODY'S standards of execution excellence.
  • Partner with our Customer Success team to build a deep understanding of our clients' business needs and develop effective solutions to support their success.
  • Act as a mentor for junior colleagues and provide guidance and support as needed.
  • Proactively monitor cases in your domain of expertise and drive knowledge sharing opportunities to improve team performance.
  • Contribute to the development of internal reference documents and Wiki articles to support team knowledge sharing.
  • Develop in-depth domain knowledge within your area of expertise and serve as an advisor on best practices for our products.
  • Support Go-To-Market initiatives by reviewing documentation and participating in support readiness workshops.
  • Lead ad hoc client projects and manage the creation and presentation of deliverables.
  • Participate in formal recruitment activities and provide feedback to the hiring manager.
Qualifications
  • Undergraduate or graduate degree in a STEM field, such as computer science, IT, or software engineering.
  • Minimum 5 years of relevant business experience, with a strong background in software support and customer-facing roles.
  • Excellent communication and troubleshooting skills, with the ability to think critically and make pragmatic decisions.
  • Experience with Cloud-based SaaS technologies, RESTful APIs, and/or their support is highly advantageous.
  • Self-motivated and able to work effectively in cross-functional, multi-organizational, and virtual teams.
  • Demonstrated competence in complex problem solving and issue management.
  • Ability to manage difficult conversations and situations with customers, ensuring key stakeholders are involved and escalated situations are handled internally.
What We Offer

Moody's offers a competitive salary range of $98,200.00 - $142,450.00, depending on factors such as experience, education, level, skills, and location. In addition to base salary, this role may be eligible for a completion bonus. Moody's also provides insurance and a discounted employee stock purchase plan for limited duration employees.

Moody's is an equal opportunity employer and welcomes applications from qualified candidates without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.

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