Job Description The Customer Success Manager will 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 Essentials Duties and Responsibilities
Be accountable for your customer's overarching success with RDC throughout the customer lifecycle, including customer adoption, account health, expansion and retention
Position RDC as the trusted advisor, sharing industry best practices and RDC resources, such as training, user events, product releases, industry research and more
Leverage the extended RDC team 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 RDC 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 with RDC
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 RDC 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 DCS and RDC 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 RDC teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)
2-5 years of Customer Support, Customer Success or Account Management experience supporting SaaS solutions
Undergraduate degree BS/BA degree
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 within the RDC Sales Office, 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 40% of the time
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 in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected] 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. For New York City positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the New York City Fair Chance Act. For all other applicants, qualified applicants with criminal histories will be considered for employment consistent with the requirements of applicable law.
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Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody's Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.