ZM Financial Systems Hiring for Customer Success Mgmt Assoc at Toronto, ON Full Time

One leads to the other. At Moody’s, we believe good teamwork gives us an edge. We foster a culture that thrives on diverse perspectives to overcome ever-changing market challenges. Join us and let’s move the world forward together.

Moody’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 and manage the risks of doing business with others. We believe that greater transparency, more informed decisions, and fair access to information open the door to shared progress. With over 11,000 employees in more than 40 countries, Moody’s combines international presence with local expertise and over a century of experience in financial markets. Learn more at moodys.com.

At Moody’s, we’re taking action. We’re hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We’re educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at moodys.com/diversity

Moody’s Analytics provides financial intelligence and analytical tools supporting our clients’ growth, efficiency and risk management objectives. The combination of our unparalleled expertise in risk, expansive information resources, and innovative application of technology, helps today’s business leaders confidently navigate an evolving marketplace.

Department

The position is part of the Moody’s Analytics Know Your Customer Operating Unit. We strive to be a world-class customer centric organization with our customers’ needs at the center of everything we do. Our client base ranges from banks and financial institutions to insurance and asset management companies, as well as government institutions and professional services firms. As the bridge between our product teams and customers, we build mutually rewarding relationships that allow us to deliver the best solution for each customer challenge. An organization of motivated, curious, and teamwork-oriented people, we let our passion drive our business forward.

Role/Responsibilities

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. The incumbent will need to manage expectations of the sales teams by leveraging available resources (Sales Engineers, CSM’s and Support), in carrying out the prescribed Customer Success Mission.

Essentials Duties and Responsibilities

Be accountable for your customer’s overarching success with KYC throughout the customer lifecycle, including customer adoption, account health, expansion and retention

Position Moody’s Analytics KYC as the trusted advisor, sharing industry best practices and KYC resources, such as training, user events, product releases, industry research and more

Leverage the extended KYC 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 KYC 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 KYC

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 KYC 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 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 KYC teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)

Qualifications

3-5 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 (Zoom).

Must be able to handle multiple initiatives within the Moody’s KYC, 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 30% of the time

Must be fully vaccinated for COVID-19 (i.e., at least 2 weeks after last dose) and, if hired, present proof of vaccination on start date, as determined by Moody’s.

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 or based on a sincerely held religious belief 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.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

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.

For Colorado-based roles only: the anticipated base salary range for this position is $ 62,800 to $ 91,000, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for annual performance incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

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.