Customer Success Manager

Posted 5 days ago
Main Location
New York City, NY, United States
Open jobs
powertofly approved What Moody's Corporation Has to Offer:

Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's supports independent thought and promotes a work environment that values and maximizes the contributions of all employees. Moody's offers their employees:

  • Commuter Benefit Plan
  • Discounted Employee Stock Purchase Plan
  • Educational Assistance
  • Financial Planning
  • Flexible Work Arrangements
  • Parental Leave
  • Department

    Enterprise Risk Solutions

    Job Description

    The Role / Responsibilities:
    Customer Success Management is critical to our short-term and long-term profitability as an organization. We are successful when our clients realize continued value from our solutions and services. Customer Success Managers will measure achievement by increased customer adoption, reduced client turnover and meaningful customer engagement, including expanded organizational relationships. The candidate will be able to understand the customer needs and relate them to our capabilities, identify new use cases and ensure clients obtain maximum value from our solutions. They should also be able to navigate customer organizational challenges to build support as well as to mobilize MA resources to address client needs in a coordinated way, as required. Through customer partnerships the Customer Success Manager will develop client references and source marketing content, organize client events and lead other community-building (customer) events. They will serve as the voice of the customer in development roadmap discussions and as a channel to the customer base for product communications.

    This role requires a strong understanding of bank lending and/or risk practices. It is expected that this person will have the ability to establish a customer journey roadmap that clearly articulates near-term and long-term customer needs from the customer’s perspective, including clear ROI benefits. A successful candidate will define customer engagement strategies by relating their industry and product knowledge to the customers’ critical priorities, and be able to communicate the value of our offering through demos and solution discussions.

    Areas of Responsibility:
    Customer Knowledge
    • Gather information on customer use of Risk, Finance and Lending solutions and communicate to internal partners (product, research, client support) to build engagement strategy
    • Proactively and effectively conduct discovery and understand the client’s objectives and priorities
    • Anticipate customer needs by offering new insights and ongoing engagement with direction
    • Identify best practices around solution application to solve customer problems based on jobs to be done (different user needs)
    • Possess necessary expertise and confidence to conduct meetings independently
    • Develop engagement plan to deepen interactions with each customer, resulting in stronger use of our products
    • Coordinate delivery of Quarterly Business Reviews (QBRs)
    • Proactively manage client engagement to drive account loyalty including, maintaining health scores to reflect risk assessments and forecast full year churn rates
    • Maintain engagement risk scores to identify customers with little/no engagement
    • Learn and share industry best practices with stakeholder groups
    • Partner with Sales on Executive Outreach campaigns
    • Serve as a trusted advisor to the client; able to open up discussions of business priorities rather than product

    Solution Communication, Feedback & Relationship Management
    • Partner closely with an internal stakeholder team across Sales and the business domain to support the customer journey across user adoption and executive engagement
    • Strong communicator who can translate business needs and demonstrate solution value
    • Channel customer feedback to MA development teams
    • Communicate new product developments to customers
    • Relationship builder who empathizes with every aspect of the customer experience and ensures continuity in the customer journey
    • Coach, educator and trusted advisory, promoter of customer confidence to achieve near-term and long-term goals in partnership with Moody’s

    Marketing Collateral and Events
    • Coordinate development of case studies and other collateral to highlight the benefits of our solutions
    • Contribute to preparation and delivery of webinars
    • Advocate for customer community-building events

    Qualifications

    Qualifications:
    • Minimum of 7-10 years of experience working in banking or financial services industries
    • Prior experience in client-facing role required, including Customer Success Manager, Consultant, Banking Relationship Manager, Bank Lender or Sales Specialist position
    • Understanding of banking industry – regulation, origination and risk practices
    • Ability to build relationships at all levels with clients/prospects and the internal organization
    • Demonstrate ability to work in a collaborative team environment
    • Have a good understanding of product-related requirements, analysis, methodologies and software industry.
    • Excellent written & verbal communication skills and presentation skills
    • Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
    • Position normally requires approximately 25% travel in US for client meetings
    • Undergraduate (e.g., Bachelor’s degree) required
    • Graduate/second-level degree preferred
    • Be able to operate relatively independently
    Mission
    We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
    Are you hiring? Join our platform for diversifiying your team
    Customer Success Manager
    Moody's Corporation