Customer Success Mgmt Assoc

Meet or exceed activity based KPIs which align with the company s vision and objectives.
Support the implementation of our Digital Customer Success Strategy through personalised proactive customer engagement at scale.
Lead the post-sales client lifecycle, coordinating key internal stakeholders from Sales right through to Product
Drive the retention of clients within an assigned book of business
Achieve clients desired outcomes by developing relationships built on trust and integrity
Collaborate with Product Management and Product Strategy to promote improvement in product quality and coordinating regular client feedback forums
Empower and enable clients by anticipating potential painpoints or pitfalls and introducing them to suitable best practices
Work closely with clients to help them achieve self-sufficiency, ensuring they are coached effectively throughout the lifecycle
Demonstrate strong customer advocacy by hosting Voice of the Customer (VoC) forums, conducting C-SAT surveys completing NPS outreaches, giving clients a voice and an opportunity to improve our offering
Serve as the centralised point of contact between the client and internal stakeholders, coordinating the engagement of other stakeholders where suitable and necessary
Coordinate Moodys Analytics responses to requests from clients
Assist in the preparation and circulation of market insight comments to create awareness of Moodys expertise internally and externally