Customer Success Manager - Toronto, Canada - Moody's

Moody's

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

As a Customer Success Manager, you will take a leading role for building and maintaining strong relationship with a portfolio of clients, facilitating the connection between clients and internal stakeholders.

You will ensure that our customers are successful in deploying, using our products and services.

This role involves participating in the usual activities of consultants as well as manage the long-term retention by providing unparalleled customer experience, increasing client loyalty, and helping our clients to increase the usage of our products.

This role requires to handle technical aspect of the IFRS17 standards (e.g. actuarial expertise, accounting expertise) to demonstrate expertise, and technical knowledge to maintain high level of value perceived in our products and services with the customers throughout their Customer Journey.

To conclude, the Customer success Manager is accountable of the success of the client throughout its customer journey, ensuring successful onboarding, monitoring customer adoption, and facilitating seamless renewal.

Responsibilities

Serves as a trusted advisor to the client; able to anticipate and drive discussions of their current and future business priorities.
Partner closely with an internal stakeholder team across Sales, Product, SME, Engineering and the Customer Success wider group to support the customer journey across user adoption and every aspect of the customer experience to ensure continuity in the customer journey.
New Client Onboarding Support.
Coordinate with our clients to understand implementation plan and provide training.
Investigate and analyze client requirements and provide best practice implementation guidance and expertise on our RiskIntegrityTM solutions.
Manage expectations and communications with clients
Develop knowledge base articles and accelerators to support our clients.
Participate in presales and marketing activities
Support initial needs analysis meetings with potential new clients to evaluate requirements.

Provide detailed demonstrations of our solutions, based on prospective client needs.

Provide guidance, training, and support throughout prospective clients' trials.
Participate in Business Development Activities
Bring expertise to meetings/discussions with clients and partners.
Write whitepapers and articles.
Attending and participating in industry conferences.
Contribute to Webinars.
Lead Retention efforts
Regular Expert Support to our Customers.
Participate in the organization of User Groups.
Present new solutions.
Maintain a complete view of client implementations and regular contact with clients.
Customer focused with Customers success being what matters
Ideally he/she will have been working in an Insurance consulting firm or similar position
Must be comfortable in demonstrating and promoting software solutions and associated services
Familiar with the Software Industry.
Excellent interpersonal skills, including the ability to communicate with teams from diverse backgrounds and levels.
Excellent communication skills (verbal and written).
Confidence in group situations.
Pragmatic approach to problem solving.
Ability to build relationships at all levels with clients/prospects and the internal organization.
Ability to travel to client sites as required.
Ability to prioritize tasks and deliverables while managing multiple projects at once.
Have a good understanding of IFRS 17 or LDTI would be a plus.
Ability to work optimally with a geographically diverse and multicultural team.
Fluency in English is required, Proficiency in French is considered an additional asset.
Professional qualifications and/or Society of Actuaries FSA designation or equivalent

Insurance
Our team's approach stands out from our competitors. We take our expertise and find ways to package it into a product which offers our customers standardized solutions. The core of our business today is delivering actuarial modelling to insurers. We provide timely insight with control and consistency, enabling effective decision-making, and reducing operational risk and cost. Our diverse team of actuaries, software engineers and product managers are committed to maintaining high-quality customer engagement.

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.