Asst Dir-Customer Success Manager-Government Accounts

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.

Skills and Competencies

• 3-5 years of Customer Support, Customer Success or Account Management experience supporting SaaS solutions
• Experience working with government clients/accounts/government contractors/Public Sector required
• 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.