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Moody's Analytics Inc. Sales Engineer - Customer Success - 20493BR in Chicago, Illinois

This job was posted by : For more information, please see: Job DescriptionThe Customer Success Management Associate (CSM Associate) is part of the Global Sales and Customer Service team and is responsible for working with the Account Coverage team to drive Account Strategies, Customer Engagement, and Satisfaction. The CSM Associate's proactive outreach activities will uncover opportunities and risks and will modify their account plan to mitigate these risks. We are successful when our clients realize continued value from our solutions. The Customer Success Management team is expected to provide a 'white glove service' to our existing client base to ensure maximum value from existing products is gained and uncover new applications and use cases for their organization. This role will work primarily with existing Moody's Analytics customers, but onboarding of new customers is also expected. This role is responsible for understanding an assigned book of business, sales strategies, and working with clients to convey the company's value proposition, maintaining a high level of product knowledge and ensuring proactive customer service.The Role / ResponsibilitiesInternal Collaboration Manage customer support inquires; complete specific customer requests, monitor internal support ticketing system, and when appropriate escalate product or technical related client requests to specialists, while maintaining communication with customer. Monitor health of customer using multiple factors including product usage statistics, customer engagement and understanding the customers evolving business needs. Continue to positively drive customer health scores through increased communication and product adoption. Identify customers at-risk and develop action plan to drive retention. As a customer and sector expert, a CSM is required to work closely with managers, product strategy, marketing and other stakeholders within various operating units and the greater sales organization to leverage their expertise in providing customer, product and sector feedback and share the voice of the client with relevant stakeholders. Effectively work and communicate with sales colleagues and other internal stakeholders by identifying and driving client promotors, referrals and identify potential cross and upsell opportunities. Collaborate with other Customer Success Managers, Relationship Managers, Solution Specialists, Subject Matter Experts and Sales Managers to develop and implement enterprise wide customer account plans for selected Strategic Accounts. Share best practices, training material, product and sector knowledge with global Customer Success team to increase the team's collective knowledge and expertise.Customer Training and Development Become a client advocate and sector expert, leverage past experiences and expertise during prospect review stages; work with colleagues in solution delivery and sales to develop and administer product implementations and relay realistic timelines to customer. Assess customer's business needs by gaining an understanding of the specific issues facing the client, develop and administer customized account management and training programs (customer journey) to help customer achieve agreed upon business objectives. Deliver targeted client training sessions; distill complex concepts and software functionality so that it is easy for customers to understand. Help develop and provide prescriptive training materials and thought leadership for customers that are scalable across both the client's business and MA. Schedule, develop and run quarterly/executive business reviews with clients to review their business strategy and realign with customer success plan. Schedule product feedback forums and relay feedback to internal stakeholders e.g. produc t strategy, marketing, sales management. Maintain a constant feedback loop with clients on future product enhancements which will positively affect the client's business and user experience. Manage customer expectations around product capabilities and needs with a clearly communicated path forward. Solve problems; the ability to understand, analyze, evaluate points of disagreement with the customer and to successfully find a resolution.Requirements 5+ years Customer Success or relevant experience Commercial, technical, account management, sales or client facing experience within a SaaS, commercial data, analytics, regulatory or finance industry preferred Have deep understanding (or the ability to quickly learn) complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk Ability to effectively communicate nuances of a globally constructed database to customers Must be collaborative in order to gain organizational knowledge and navigate internal networks to help understand or address customer inquiries, drive product development Excellent written and verbal communications skills; this position will be tasked with managing most strategic accountsWorking at Moody'sMoody's (NYSE: MCO) is a global integrated risk assessment firm that empowers organizations to make better decisions. Our data, analytical solutions and insights help decision-makers identify opportunities