Assc Dir-Customer Success Mgmt

Social network you want to login/join with:

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.

Role/Responsibilities:

Your role is critical to maintaining and growing our most strategic accounts. For CreditView to be successful, our clients need to continue to accrue value and insights from our products. We are expected to provide a ‘white glove service’ to select and strategic institutions to ensure maximum value from the existing Moody’s products to which they subscribe. Understanding these organizations from a business perspective and identifying where key user groups and use-cases are represented within each account is extremely important. Identifying senior partners and engaging strategically with them to improve penetration within each account is paramount. This candidate should be able to understand each customer’s needs, their organizational challenges, as well as short-term and long-term goals. Through strategic engagement, our team will help advise, create, and implement a client roadmap (or journey) to help increase the adoption and usage of CreditView across each organization, and to identify potential risks and opportunities within each account. The team and its members will also function as subject matter experts for the CreditView product and its related content during face-to-face meetings and at external events. Each member will support sales with their renewal and new business efforts while providing the product organization with frequent client feedback that can drive product strategy within the Moody’s and Moody’s Ratings organizations.

Additional areas of responsibility:

• Drive the “White Glove Service” culture for the Digital Insight – Customer Engagement team.
• Demonstrate success in growing client engagement with CreditView, gaining a deeper understanding of each organization and show the ability to connect the “Value of Moody’s” across a wide variety of user groups.
• Partner with sales on renewals and new business opportunities, uncover innovative ideas for product expansion, pricing, and packaging, and uncover risks across the account base.
• Identify key customer personas, establish customer journeys, and map CreditView capabilities to user needs.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Build and maintain client relationships and extend relationships beyond key business champions.
• Provide relevant, timely and actionable feedbacks
• Partner closely with Product Strategy on product roadmaps and coordinate with Marketing on outreach campaigns and events
• Track required metrics and report regularly to Digital Insight and Sales management.
• Promote Moody’s and Moody’s Ratings thought leadership, research pieces, events, and analyst contacts.
• Run quarterly business reviews with clients to assess their business strategy and realign engagement plans accordingly.

Qualifications:

• Typically, an employee at this level would have a minimum of 4-8 years of financial services or risk management related experience.
• Prior experience working and collaborating with clients directly is a must.
• Experience navigating customer organizational structures, defining, and achieving success criteria.
• Excellent interpersonal and organization skills with the ability to lead client initiatives across sales, product strategy and solutions delivery.
• Experience engaging with senior partners within a business.
• Demonstrate ability to work in a collaborative team environment.
• Experience with credit risk, financial and banking topics.
• Clear written and oral communication skills with an ability to communicate complex concepts to a senior audience.
• Self-starter willing to roll up sleeves to create required content or make necessary viable and customized offerings for customers.
• Ability to manage and influence through persuasion, negotiation, and consensus building.
• Excellent communication and presentation skills
• Position requires approximately 25% travel.
• Proficient English is required, and additional European languages would be advantageous.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.