Manager – Account Management and Client Training recruitment

The Role / Responsibilities:
• Manage the Account Management and Client Training teams responsible for retention of customers, maintaining satisfaction and loyalty, and providing best in class service. This position drives customer-focused retention efforts to assist the sales and customer service organization in meeting targets related to customer interactions, revenue and sales.
• Responsible for developing staffing strategies, recruiting, hiring and training of teams to optimize department performance.
• Responsible for ensuring the teams meet their activity targets and goals.
• Maintain and track the daily activities, performance and production level of associates through effective reporting and analysis.
• Provide formal and informal feedback and coaching on performance and employee development to achieve departmental goals; ensure the completion of all assigned duties and responsibilities of all subordinates.
• Collaborate with and support Sales and other key functional areas to drive retention efforts and achieve business goals and objectives.
• Coordinate account managers participation in annual renewals, highlighting accounts at risk as well as key upgrades and new sales.
• Partner with Product Managers and Marketing on developing and executing out-bound calling campaigns. Aggregate and communicate client feedback.
• Create an environment that fosters teamwork and accountability and positively impacts the customer experience.
• Manage account territory assignments through an understanding of the sales renewable base, contract and users counts.
• Develop and maintain knowledge of capabilities and products in order to convey benefits to the Customer/Prospect and to coach the team on how to position capabilities.
• Develop and maintain proficient knowledge of current CRM .
• Develop and maintain understanding of key Moody’s Investors Service’s research and Moody’s Analytics’ quantitative credit risk models.
• Maintain, develop and document department policies, practices and procedures.
• Responsible for managing the expense budget for the team
• Represent the standards of Customer Service in all interactions.

Qualifications:
• Degree educated (or equivalent) within a Finance or Economics discipline.
• Experience in a sales, account management, relationship management or other related client-facing position preferably within the financial services sector
• Experience in leading and managing a team preferred.
• Knowledge of financial services and/or capital markets.
• Strong communication skills, both oral and written. 
• Ability to confidently deal with conflict and difficult situations. 
• Creative problem-solving skills and ability to diagnose issues and develop solutions.
• Excellent time management and organisational skills. 
• Ability to multi task and to meet deadlines.
• Skilled at Excel and working knowledge of Salesforce.com a plus.
• Strong initiative/results driven. Must provide evidence of achieving/exceeding targets and goals.
• Ability to work both independently and within a team environment, with focus and high attention to detail.
• Excellent interpersonal and relationship management skills.
• Fluency in English is essential.
• Fluency in one or more several other European languages – Spanish, Italian, French, German would be advantageous

The Department / Team
The goal of the Account Management and Client Training teams is the retention of existing clients and generation of sales leads. The main responsibility of the team is the engagement of our Research and Single Obligor clients through the implementation of a structured account plan.  This plan includes pro-active client outreach (e.g., create awareness of research, promote analyst access, promote events) and training. The Account Management team is also involved in the annual contract renewal process. 

The team works collaboratively with Sales, Client Service Support, Events and Product Management.

Working at Moody’s

Our views matter. So will yours.

The views of each Moody’s employee matter and, collectively, those views contribute to our ability to serve credit-sensitive markets worldwide. Diverse opinions are encouraged and leverage the depth and breadth of experiences that our employees bring to work each day. We expect Moody’s employees to be accessible and collaborative and, in return, Moody’s offers a work environment that promotes intellectual curiosity, analytical rigor and collegiality. Our people and our environment uphold our core values of integrity, insight, intellectual leadership, inclusion and independence.

EEO Language
Moody’s is an equal opportunity employer.