Customer Success Management Associate

Moody's Investors Service; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance client relationships and ensure satisfaction with their solutions. This role involves driving client strategies, collaborating with internal teams, and advocating for customer needs. Ideal candidates will have a Bachelor's degree and relevant experience in client-facing roles, particularly within SaaS or finance. The position requires strong communication skills and a proactive approach to client engagement.

Qualifications

• 1-3+ years’ experience in business-to-business client facing roles.
• Solid understanding of regulatory compliance and credit risk.

Responsibilities

• Drive client strategies and improve customer experience.
• Lead post-sales client lifecycle and coordinate internal stakeholders.
• Achieve client outcomes by building trust and integrity.

Skills

Communication

Customer Advocacy

Problem Solving

Education

Bachelor’s degree

Job description

Location(s):

• 200 Wellington Street West, 15th Floor, Toronto, Ontario, M5V 3C7, CA

Line Of Business: COR(COR)

Job Category:

• Sales & Marketing

Experience Level: Experienced Hire

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with 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 short-term and long-term 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 Moody’s View 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 Moody’s 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 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 painpoints 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 centralised 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 1-3+ 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.

Moody’s 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.

Moody’s 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 [e-mail]. 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 Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s 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.