Head of Marketing and Customer Success

Main Location
New York City, NY, United States
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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

    MAA / REIS

    Job Description

    The Head of Marketing and Customer Success leads a high performing team who will be focussed on marketing our product set and in making sure our customers successfully implement and get value from our products post sale. The individual will be responsible for CRE market development, market research and planning, public relations, advertising, brand management, and events (online and in person) to ensure the flawless execution and a positive impact on messaging, customer experience, and business outcomes.
    The marketing team under Head of Marketing and Customer Success is responsible planning and implementing integrated demand programs that generate pipeline, accelerate the sales cycle, and build/strengthen relationships with our clients through multiple marketing channels.
    Managing the Customer Success function of CRE business is critical to our short-term and long-term profitability of our business. This role will actively focus on our customers to ensure they continually accrue value from our solutions and services. In this part of the role the Head of Marketing and Customer Success serves as a customer success leader and mentor to the Customer Success team members.
    The individual in this role should be able to understand our customer’s needs, their organizational challenges, and their short-term / long-term goals. In this role it will be critical to identify what business challenges/problems are relevant to our customers. The lead in the customer success role drives usage and product retention by collaborating with CRE leaders of Product, Modelling, Thought Leadership, Broker Solutions, Lending Solutions, REIS Solutions and other teams to bring our customers the solutions they need.
    One of the primary goals in this role is to help CRE OU to move to an integrated enterprise marketing and customer success team with a goal to create one CRE experience.
    Head of Marketing and Customer Success will be a focal force in driving this transformation and ensuring CRE has resources and strategies in place to support this new model.

    Additional areas of responsibility:
    Marketing:
    • Manage the CRE Marketing team's comprehensive planning process to ensure alignment with company expectations, team contributions, and up-to-date plan status
    • Collaborate with internal stakeholders to understand client needs and produce messaging that addresses our clients’ highest and most complex business challenges
    • Develop thought leadership that expands the CRE OU’s opportunities, while maximizing the impact of thought leadership content by incorporating it into key marketing campaigns
    • Study target audience and collaborate with Product team to incorporate CRE client needs into CRE Product strategy, while analyzing how to take the product to the next level by staying up to date with the latest industry trends, including potential partner relationships for the product
    • With a focus on ROI and P&L, manage product marketing strategies and execution from planning to tactical activities and final execution
    • Provide creative direction for copy writing, and copy editing as needed for all marketing assets
    • Work with team members to develop marketing collaterals, including sales brochures, fact sheets, white papers, case studies, landing pages, presentation decks, webinars, videos amongst others
    • Ensure brand, tone, and language consistency across all assets, from proposals to social media posts to all marketing assets
    • Craft powerful, relevant messages for target audiences. Optimize ad campaigns including looking at website traffic data for better ad performance and conversion

    Customer Success
    • Lead the culture for the Customer Success Management team
    • Demonstrate success with increased renewal rates and reduced attrition
    • Drive client retention efforts focused on CRE product suite
    • Create client roadmaps (map customer journey) and update based on changing client needs
    • Build and maintain client relationships and extend relationships beyond key business champions
    • Create best practice content and thought leadership that is scalable
    • Define segmentation needs of customer base and varying client retention strategies
    • Learn and share industry best practices with stakeholder groups
    • Manage client expectations around product capabilities and needs with a clearly communicated path forward
    • Partner closely with CRE solutions leaders, strategy, and product management on product roadmaps.
    • Align with Sales on cross-sell and up-sell opportunities with focus on client retention
    • Create a customer feedback loop process and share “the voice of the customer” with relevant stakeholder teams
    • Manage tier II customer service product escalations as related to client success management
    • Set strategic direction of the team
    • Develop training plans for individual team members
    • Challenge others to develop as leaders while serving as a role model in words, actions, and results.

    Qualifications

    Qualifications:
    • Minimum of 12 years’ experience in a client facing role in Sales, Marketing, Consulting within the financial services industry or Commercial Real Estate
    • Proven history in managing key stakeholder expectations
    • Understanding of the competitive landscape for CRE data and analytics products.
    • Think beyond conventional marketing and put effort in creative content marketing strategies that deliver results
    • Strong knowledge of content marketing, lead generation, graphic design, web design, email marketing as well as knowledge of social media, social media advertising, and pay-per-click, to drive integrated campaigns across multiple channels
    • Prior experience working with clients directly required
    • Deep understanding of customer needs across different client segments
    • Experience in managing client support escalation channel as related to customer success
    • Experience planning and delivering complex projects
    • Track record of working well in team environments and contributing innovative ideas
    • Building trusting relationships with customers and internal stakeholders
    • Excellent communication skills in English (verbal and written)
    • Ability to communicate complex ideas effectively to an audience at all levels of the organization (internally and externally)
    • Process orientated mind-set with ability to multi-task and juggle multiple requests
    • Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
    • Experience in managing multi teams with ability to manage, influence through persuasion, negotiations, and consensus building
    • Empower and develop others to be innovative; foster an inquisitive thoughtful environment
    • BA/BS Degree in Marketing, Business Economics, Finance, or a related field. Graduate degree preferred.
    Mission
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    Head of Marketing and Customer Success
    Moody's Corporation