Customer Success Management Associate (German Speaking)

Moody's Corporation; Broughton; On-site; GBP 35,000 - 60,000; Full time

Job summary

Qualifications

• 2+ years of experience in customer success, account management, pre-sales or customer support roles.
• Excellent English and German communication skills.
• Experience creating and leading scalable client communications or campaigns preferred.
• Knowledge of regulatory compliance, supplier and credit risk use cases preferred.

Responsibilities

• Be accountable for customers' overarching success throughout the lifecycle, including adoption, health and retention at scale.
• Act as trusted advisor, sharing industry best practices and resources such as trainings and webinars.
• Lead engagements including hosting webinar-style trainings and scaling through resources.
• Build cross-functional partnerships to improve efficiency and effectiveness.
• Organise and lead customer engagements including onboarding, kickoff, and status calls.
• Collaborate to create and maintain training resources for end users.
• Monitor and analyse customers’ usage of the product and present utilisations with recommendations.

Skills

Customer success

Account management

Pre-sales

Customer support

English & German

Education

Undergraduate degree

Job description

curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills and Competencies

• 2+ years of professional experience in customer success, account management, pre-sales or customer support roles
• Ability to work both independently and within a team environment, with high attention to detail
• Excellent verbal/written communication and presentation skills in English and German
• Experience in creating and leading scalable client focused communications or campaigns preferred
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases preferred
• Ability to travel as needed (up to 25% of the time)
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency
• Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use

Education

Undergraduate/first-level degree (e.g., Bachelors degree) required, preferably with coursework in business, economics, finance, marketing or related fields.

Responsibilities

• Be accountable for your customers overarching success throughout the customer lifecycle, including customer adoption, account health, and retention at scale
• Act as the trusted advisor, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more
• Lead many engagements including hosting webinar style training and empowering customers at scale through sharing helpful and relevant resources
• Build cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
• Organise and lead customer engagements including onboarding, kickoff, status calls, and strategic sessions
• Collaborate with team members to create and maintain training resources for end users
• Monitor and analyse customers usage of our product
• Present utilisation information to clients with recommendations to optimize their results
• Identify and track opportunities and risks within assigned customer base
• Maintain strong product knowledge for training, usage and client satisfaction
• Help to upskill colleagues through product training and lunch and learn style engagements
• Coordinate customer-facing initiatives with other KYC and Data Apps teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)

About the team

Our Customer Engagement team is responsible for driving purposeful and value-based interactions with our clients to maximise retention, satisfaction, and loyalty. By joining our team, you will be part of exciting work in developing deep customer relationships, bringing the voice of the customer to the center of our business strategies, and identifying new opportunities for expansion. We strive to be an industry-leading organisation with a strong focus on customer centricity and collaboration.

Moodys 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. Candidates for Moody's 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.