7 World Trade Center, 250 Greenwich Street, New York, New York, 10007, US
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 co-ordinate internal resources to promote increased customer adoption and deliver relevant and timely content, ultimately driving higher retention (ARR). The candidate will be able to effectively question their customers about use cases and business outcomes to develop an engagement strategy that aligns our teams with the customer's objectives. Customer journey mapping, QBRs, health scores and time-to-value are key elements of our operating model. Through customer partnerships the Customer Success Manager will develop client references and source marketing content, sponsor client events and lead other community-building (customer) activities. They will represent the voice of the customer in product roadmap discussions and serve as a channel to the customer base for product communications.
This role requires a strong understanding of commercial banking, in particular corporate lending, finance and/or risk practices. Experience in the use of credit data/credit models for underwriting, allowance calculations (CECL), credit VaR and/or stress-testing is a plus. A successful candidate will define customer engagement strategies by relating their industry and product knowledge to the customers' critical priorities and co-ordinating involvement of internal experts to support sustained client interactions.
Areas of Responsibility:
Customer Knowledge
Gather information on customer use of Risk, Finance and Lending solutions, communicate to internal partners (product, research, services, sales, client support) and co-ordinate involvement of resources as part of a holistic strategy
Proactively conduct discovery of the client's objectives and priorities around the use of our solutions
Maintain detailed understanding and documentation of customer use cases, usage metrices, health scores
Deepen customer relationships across seniority and functional areas, positioning MA in an advisory role
Anticipate customer needs and facilitate delivery of content and insight to deepen their product relationship
Impart best practices around solution application to solve customer problems based on jobs to be done (different user needs); e.g., reinforce value to various customer stakeholders
Possess necessary expertise and confidence to conduct meetings independently
Work closely with the Sales account team to align sales plan with CSM success plan
Coordinate delivery of Quarterly Business Reviews (QBRs)
Proactively manage relationship with customer sponsor (e.g., Economic Buyer) and end users, as reflected in renewals and high NPS scores
Partner closely with an internal stakeholder team across Sales and the business domain to support the customer journey across user adoption, retention and executive engagement
Strong communicator who can translate business needs
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
Marketing Collateral and Events
Coordinate development of case studies based on customer testimonials and achievement of customer objectives
Contribute to preparation and delivery of product/industry webinars and customer events
Foster customer network to facilitate peer discussions amongst our clients
Qualifications:
Minimum of 10 years of experience working in C&I lending or financial services
Prior experience in client-facing role including Customer Success, Consultant, Banking Relationship Manager, Bank Lender or Sales Specialist position
Understanding of banking industry - regulation, wholesale loan origination, credit risk practices
Ability to build relationships at all levels within customer organizations
Demonstrate ability to work in a collaborative team environment
Excellent written & verbal communication skills and presentation skills
Self-starter willing to 'roll up sleeves' as necessary
Position normally requires 10-20% travel in US for client meetings
Undergraduate (e.g., Bachelor's degree) required
Graduate/second-level degree preferred
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.