Job Details
* Req #: 25833BR
* Location: New York, NY, US | Remote | Omaha, NE, US
* Full-Time
**Imagine what we can INSPIRE with you**
Moodys empowers people to make better decisions and achieve brighter futures. This is what motivates us to bring out the best in our products and our people. Join us. Forward Together.
Moodys (NYSE: MCO) is a global integrated risk assessment firm that empowers organizations to make better decisions. Our data, analytical solutions and insights help decision-makers identify opportunities and manage the risks of doing business with others. We believe that greater transparency, more informed decisions, and fair access to information open the door to shared progress. With over 11,000 employees in more than 40 countries, Moodys combines international presence with local expertise and over a century of experience in financial markets. Learn more at . At Moodys, were taking action. Were hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. Were educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at
Moodys Analytics provides financial intelligence and analytical tools supporting our clients growth, efficiency and risk management objectives. The combination of our unparalleled expertise in risk, expansive information resources, and innovative application of technology, helps todays business leaders confidently navigate an evolving marketplace. **Department**
Sales **Role/Responsibilities**
The Client Service Manager is responsible for leading a team of Client Service professionals. Client Service is an integral part of the Customer Service Group within Moodys Analytics. The groups objectives include delivering high quality customer service to customers across a wide range of products.
The team facilitates access to our analytic and economic resources, provide support of our vast array of product offerings, and identify new growth opportunities. The mandate of the group is to be an expert on our clients needs and products in order to contribute to meeting the overall goals of organization.
* Oversee the service provided by the team for Moodys Analytics customers, including (but not limited to) the review of performance targets, staffing plans and technology
* Demonstrate familiarity and expertise in all of Moodys Analytics products and understand how our customers successfully utilize our solutions
* Represent Client Service on specific Client Service projects or implementations
* Monitor direct team customer satisfaction results and make recommendations for enhancements to the service experience
* Deputize for more senior Client Service managers in times of absence
* Act as lead in liaising with product team managers to ensure customer expectations are met and service level agreements are appropriately delivered
* Act as an escalation point in the region for high profile issues, liaising directly with internal teams and senior customer stakeholders as needed
* Hire staff, set objectives, evaluate and manage team performance and professional development plans
* Work with Regional Head of Client Service to ensure new customer product implementations are supported appropriately
* Develop and maintain product and skills-based training for the team
* Analyze data to ensure compliance with performance metrics and preparing management report
* Represent team and department interests with technical teams, ensuring telephony and CRM systems are fit for purpose
* Assist in raising the profile of the Customer (Client Service) Service Group within the organization
* Propose, project manage and lead on local and global initiatives for Customer Service that demonstrate business impact
**Qualifications**
* Bachelors degree required; concentration in computer science, finance, or accounting a plus
* 7+ years of experience in a customer facing environment as a manager
* Strong customer service skills, an eagerness to excel and be a part of a dynamic, fast growing team.
* Client Service and/or Customer Success experience desirable
* Previous experience in a supervisory role preferred
* Enthusiastic, collaborative and creative leader with the ability to inspire others
* Familiarity with the latest CRM and Customer Service related technologies e.g. artificial intelligence solutions
* Ability to build and maintain good rapport with internal and external partners and handle situations with confidence, tact, and resourcefulness
* Experience in hiring, training, and evaluating customer service professionals
* Superb analytical skills and persistence in problem solving
* Attention to detail and the ability to learn quickly
* Excellent verbal, written, and organizational skills
* Demonstrated creativity, flexibility, enthusiasm and willingness to learn
* Working knowledge of Windows based software (Excel, Access, Word, etc.)
* Exposure to financial industry, banking is a plus
Must be fully vaccinated for COVID-19 (i.e., at least 2 weeks after last dose) and, if hired, present proof of vaccination on start date, as determined by Moodys. Moodys is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Moodys also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email ...@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.
For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.
This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.
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Candidates for Moodys Corporation may be asked to disclose securities holdings pursuant to Moodys Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary. **Privacy Preference Center**
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