Assistant Director

Based in Sydney, 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

**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.)
- 5+ years of Customer Support, Customer Success or Account Management experience supporting SaaS solutions
- Undergraduate degree in Bachelor of Science/Arts.
- 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 Moody’s KYC, be very organized, and have an unbelievable attention to detail
- Prior experience assisting with software product demonstrations and sales presentations required
- Fluency in Japanese and/or Korean is advantageous.
- Ability to travel up to 30% of the time

KYC OU

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.