Jr. Customer Success Manager Jr. Customer Success Manager …

Moody's
à King of Prussia, PA, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Moody's
à King of Prussia, PA, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Moody's
Jr. Customer Success Manager
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.)


Qualifications
Qualifications
  • 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 accommodations@moodys.com. 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.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement.

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.

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