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Customer Success Manager

2 months ago


London, Greater London, United Kingdom Moody's Full time

About the Role:

We are seeking a highly skilled Customer Success Manager to join our team at Moody's. As a key member of our Digital Insight – Customer Engagement team, you will play a critical role in maintaining and growing our most strategic accounts.

Key Responsibilities:

  • 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 showing 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 feedback.
  • 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.

Requirements:

  • 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.
  • Undergraduate or equivalent experience (e.g., bachelor's degree) required.
  • Proficient English is required, and additional European languages would be advantageous.