Customer Success Manager Team Manager – Corporate & Government – Moody’s, Salford, England.
Key Responsibilities
* Strategically oversee the EA and Americas Region Corporate & Government CSM Tier 3 (Development Accounts) team of Customer Success Managers, responsible for retention, customer satisfaction, loyalty, and best‑in‑class service.
* Drive customer‑focused retention efforts to support sales and customer service in meeting targets related to customer interactions, revenue, and sales.
* Manage high‑volume accounts, applying scalability, automation, and efficiency.
* Act as the main point of contact for day‑to‑day issues and questions from the team, ensuring procedures are followed and providing feedback to aid development.
* Demonstrate deep understanding of the customer’s industry segment and workflow(s) to recommend Moody’s solutions that deliver increased value.
* Identify knowledge gaps within the team and recommend training to support individual development.
* Develop staffing strategies, recruit, hire, and train team members to optimize performance.
* Manage account territory assignments based on sales renewable base, contract, and user counts.
* Track daily activities, performance, and production levels via effective reporting and analysis, ensuring activity targets are met.
* Provide continuous coaching on performance and employee development to achieve departmental goals.
* Create an environment that fosters teamwork, accountability, and a 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 may be required.
Skills and Competencies
* 10+ years of business‑to‑business client‑facing experience, ideally within SaaS, commercial data, analytics, regulatory or finance.
* Strong understanding of complex business concepts and processes, especially regulatory compliance, supplier, and credit risk use cases.
* Ability to present high‑level information and detailed product demonstrations.
* Excellent verbal and written communication and presentation skills.
* Self‑driven and detail‑oriented, able to work independently or as part of a team.
Education
* Undergraduate degree (e.g., Bachelor’s) in business, economics, finance, marketing, or related fields.
About the Team
The Customer Success Manager Team Manager plays a pivotal role in enhancing customer satisfaction and retention while identifying expansion opportunities. The position requires a proactive, strategic approach, collaboration with sales leadership, and continuous assessment of client health to guide Customer Success Managers.
Additional Information
Candidates for Moody’s Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading. Employment is contingent upon compliance with the policy.
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.
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