Asst Dir-Customer Success Mgmt: Government Segment at Moody's in New York, NY

Location(s):

1140 Connecticut Ave NW, Suite 770, Washington, District of Columbia, 20036, US
120 North LaSalle, Suite 1700, Chicago, Illinois, 60602, US
7 World Trade Center, 250 Greenwich Street, New York, New York, 10007, US

Line Of Business: Know Your Customer OU(KYC OU)

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.

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.

Skills and Competencies

3-5 years of Customer Support, Customer Success or Account Management experience supporting SaaS solutions
Experience working with government clients/ accounts preferred
Proficiency in the following technologies: Microsoft Office (Word, Excel, and PowerPoint), CRM (preferably Salesforce), Gainsight, and online meeting software
Must be able to handle multiple initiatives, be very organized, and have an unbelievable attention to detail
Oral, written, and email communication skills that are timely, clear and concise; ability to communicate easily with senior executives and C-level decision makers
Prior experience assisting with software product demonstrations and sales presentations required
Ability to travel up to 30% of the time

Education

Undergraduate degree BS/BA degree

Responsibilities

Be accountable for your customer's overarching success throughout the customer lifecycle, including customer adoption, account health, expansion and retention
Position Moody's Analytics KYCDA as the trusted advisor, sharing industry best practices and resources, such as training, user events, product releases, industry research and more
Leverage the extended KYC and Data Apps teams to delight customers as you deliver against core business objectives and create exceptional business outcomes
Build generous cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
Identify and partner with customer executive contacts, primary and secondary platform users
Oversee the program success plan, working with extended KYC and Data Apps team members to create actionable, timebound deliverables and ensure clear execution and communication throughout the customer journey for the customer to appreciate the full value from their investments
Organize and lead customer engagements including onboarding, kickoff, regular status calls, in-person quarterly business reviews, and strategic sessions
Monitor and analyze customer's usage of our product
Present utilization information to clients with recommendations to optimize their results
Identify and track opportunities and risks within assigned customer base
Develop a comprehensive understanding of customer business challenges and appropriately map best practices, features and benefits to address customer needs
Monitor the customer's business by following industry news, networking and maintaining good communication with users
Participate in the strategic account planning approach for assigned customer portfolio; author a plan for retaining and growing customer relationships year over year; ensure internal alignment on account plans by partnering with Account Managers to execute on the identified success criteria and playbooks as well as associated tasks required to achieve goals
Maintain strong product knowledge for training, usage and client satisfaction
May partner with marketing on various campaigns and targeted customer events
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

Customer Success Managers serve as the main point of contact for our current clients, working with them to ensure application health, detect risks, and proactively address client concerns. Delivering outstanding customer experience during onboarding and support ensures our success. The incumbent will need to manage the expectations of the sales teams by leveraging available resources (Sales Engineers, CSM's and Support), in carrying out the prescribed Customer Success Mission.

For US-based roles only: the anticipated hiring base salary range for this position is $98,400 - $142,800, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody's also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Moody's also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Moody’s Corporation is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans.

VEVRAA Federal Contractor

We Request Priority Protected Veteran and Disabled Referrals for all of our locations

Please contact Donna Hutchinson, Assistant Vice President, Talent Attraction for any questions regarding this listing.