Skills and Competencies
* 10+ years’ experience in direct business‑to‑business client‑facing roles within SaaS, commercial data, analytics, regulatory or finance industries.
* Solid understanding of complex business concepts and processes, particularly in regulatory compliance, supplier and credit risk use cases.
* Ability to present high‑level information as well as detailed demonstrations of products and services.
* Excellent verbal, written communication and presentation skills.
* Ability to work independently and within a team environment, with focus and high attention to detail.
Education
* Undergraduate/first‑level degree (e.g., Bachelor’s) in business, economics, finance, marketing or related fields.
Responsibilities
* Strategically oversee the EA and Americas Region Corporate & Government CSM Tier 3 team of Customer Success Managers, ensuring retention, satisfaction and loyalty of clients.
* Drive customer‑focused retention efforts to assist sales and customer service in meeting targets related to customer interactions, revenue and sales.
* Scale, automate and find efficiencies to support a high volume of accounts.
* Act as key point of contact for day‑to‑day issues and questions from the team, ensuring adherence to processes and providing feedback and coaching.
* Demonstrate deep understanding of the customer’s industry and workflow to provide valuable solution recommendations that increase the value received.
* Identify knowledge gaps within the team, recommend training and support individual development.
* Develop staffing strategies, recruit, hire and train teams to optimise department performance.
* Manage account territory assignments based on sales renewable base, contract and user counts.
* Maintain and track daily activities, performance and production levels, ensuring activity targets and goals are met.
* Provide continuous feedback and coaching to achieve departmental goals and ensure all duties are completed.
* Create an environment that fosters teamwork, accountability and positive customer experience.
* Develop action plans to drive employee engagement.
* Maintain, develop and document department policies, practices and procedures.
* Manage the expense budget for the team.
* Travel as required.
About the Team
The Customer Success Manager Team Manager leads a team of Customer Success Managers who enhance customer satisfaction, retain clients and identify expansion opportunities. The role involves close collaboration with sales leadership and internal stakeholders to develop client strategies, map the customer journey and provide strategic guidance on how CSMs interact with their clients.
Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity, or any other characteristic protected by law. Candidates 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.
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