At a Glance
- Tasks: Drive customer success by ensuring adoption, account health, and retention.
- Company: Join a leading company focused on customer engagement and satisfaction.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on innovation and continuous improvement.
- Why this job: Be a trusted advisor and make a real impact on customer relationships.
- Qualifications: 5+ years in customer success or related fields with strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Skills and Competencies
- 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, standardise, 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.
Education
- Undergraduate or first-level degree (e.g., Bachelor’s degree) required, preferably with coursework in business, economics, finance, marketing, or related fields
Responsibilities
- This role is accountable for driving customer success across the full lifecycle by ensuring adoption, account health, retention, and value realisation at scale.
- 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 behaviour 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
- Organise 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 optimise 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 programmes
- Travel as needed, up to 25% of the time
About the Team
The Customer Engagement team is responsible for driving purposeful, value-based interactions with clients to maximise retention, satisfaction, and loyalty. The team partners closely with internal stakeholders to bring the voice of the customer into business strategies, strengthen long-term relationships, and identify opportunities for expansion while maintaining a strong focus on collaboration and customer centricity.
Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
Assistant Director - Customer Success Management in London employer: 慨正橡扯
Moody's Corporation is an exceptional employer that prioritises employee growth and development within a collaborative and customer-centric work culture. With a strong focus on innovation and continuous improvement, employees are encouraged to engage in meaningful projects that drive customer success while enjoying comprehensive benefits and opportunities for professional advancement. Located in a dynamic environment, Moody's offers a unique chance to work with cutting-edge technology and contribute to impactful solutions in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Director - Customer Success Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 慨正橡扯. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 慨正橡扯 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assistant Director - Customer Success Management in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 慨正橡扯:Your cover letter is your chance to shine! Tell us why you want to work at 慨正橡扯 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 慨正橡扯!
How to prepare for a job interview at 慨正橡扯
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
