Moody's AnalyticsRemote
Asst Dir-Customer Success Manager (TMT)
United States of America
Full Time
2 hours ago
$99,000 - $143,000 USD
H1B Sponsor Likely
Key skills
Customer SuccessAccount ManagementPre-salesCustomer SupportAPIREST APIsAuthenticationRate LimitsPayloadsData FeedsBatch Data DeliveryReal-time Data DeliveryAzureEnterprise SaaSData PlatformsRegulatory ComplianceSupplier RiskCredit RiskTMT DomainArtificial Intelligence ConceptsResponsible AI PracticesRisk ManagementEthical AI UseRelationship-buildingAIArtificial IntelligenceAnalyticsSaaSCommunicationPresentation SkillsSales
About this role
Moody's Analytics is a global leader in ratings and integrated risk assessment, and they are seeking an Assistant Director - Customer Success Manager to drive customer success across the full lifecycle. The role involves ensuring customer adoption, account health, retention, and value realization while acting as a trusted advisor and collaborating with cross-functional teams.
Responsibilities:
- Be accountable for customers’ overarching success throughout the customer lifecycle, including adoption, account health, and retention
- Act as a trusted advisor for clients by sharing industry best practices and resources such as training, user events, webinars, and product releases
- Explain technical behavior in clear, business-relevant terms
- Troubleshoot API-based integrations, including REST APIs, authentication, rate limits, and payloads
- Support data feed delivery models, including batch and real-time solutions
- Build cross-functional partnerships by contributing a customer-centric perspective to internal continuous improvement initiatives
- Manage breaking changes, incidents, and remediation with authority and accountability
- Coordinate efficiently with Engineering, Product, and Client Services teams
- Organize and lead customer engagements including onboarding, kickoff meetings, status calls, and strategic sessions
- Participate in strategic account planning for assigned customers, authoring plans to retain and grow relationships year over year in partnership with Account Managers
- Collaborate with team members to create and maintain training resources for end users
- Monitor and analyze customer usage of products and present insights with recommendations to optimize outcomes
- Identify and track opportunities and risks within the assigned customer base
- Maintain strong product knowledge to support training, adoption, and client satisfaction
- Coordinate customer-facing initiatives with other Corporate and Government teams, including marketing, product development, and beta programs
- Travel as needed, up to 25% of the time
Requirements:
- 3–5+ years of professional experience in customer success, account management, pre-sales, or customer support roles
- Strong communication, relationship-building, and presentation skills, with the ability to explain complex concepts and engage stakeholders across operational and managerial levels
- Proven ability to collaborate effectively within cross-functional teams while independently managing priorities and consistently delivering outcomes
- Experience developing and maintaining customer account plans, including defining success metrics, identifying growth opportunities, and monitoring retention risks
- Solid probing, investigative, and research skills to support the development of practical, customer-centric solutions
- Demonstrated ability to document, standardize, and improve processes while adapting to varying account complexities and multi-team engagement models
- Ability to use data and insights to identify service issues and contribute to continuous improvement initiatives
- Strong understanding of APIs, data feeds, and cloud concepts (Azure preferred)
- Experience supporting enterprise SaaS or data platforms
- Ability to work both independently and within a team environment, with high attention to detail
- Excellent verbal and written communication and presentation skills
- Ability to present high-level information as well as detailed demonstrations of products and services
- Solid understanding of complex business concepts and processes, particularly in regulatory compliance, supplier risk, credit risk use cases, and TMT
- Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use
- Undergraduate or first-level degree (e.g., Bachelor's degree) required, preferably with coursework in business, economics, finance, marketing, or related fields