Sales - Customer Service
Department: Customer Service
Our team drives engagement through insightful interactions with our clients. We generate value and confidence in our products and solutions ensuring high levels of retention and satisfaction. Through relationships we bring the voice of the customer to the center of MA’s business strategies. We strive to be the model of collaboration and partnership with our colleagues and we create an environment that engages and inspires individuals.
D – Deliver Insight
R – Retain Clients
I – Invest in our People
V – Voice of the Customer
E – Engage and Collaborate
The Role / Responsibilities:
The position will be based in the Global Sales and Customer Service business and will be part of a team that is responsible for managing overall client relationships.
The main objective of the role is to secure renewals of existing contracts and improve retention and satisfaction by implementing a structured account plan for each client, including pro-active outreach.
The Account Manager will be responsible for generating new leads and to call upon product and solutions specialists to assist in presenting products, benefits, and solutions to prospective clients.
The role is responsible for providing sales support by assisting with client demonstrations, training and on-site visits to increase sales and customer satisfaction.
You will work with other members across the organization to provide customers with value-added, proactive customer service throughout the year.
Develop existing client relationships covering a defined territory and base of business
Convey the Moody’s Analytics value proposition
Maintain a high level of product and research knowledge
Provide training as needed and requested from clients
Provide telephone assistance to clients requesting advice on product usage
Gain and maintain familiarity with client organizations and processes to help direct them towards the appropriate Moody’s product set
Play a critical role in the client retention and renewal strategy
Provide current forecasts and pipeline information to management
Generate new business leads where appropriate. May be involved in pre-and post-sales efforts
Provide proactive customer service by working closely across Moody’s Corporation to ensure client issues and needs are communicated and resolved effectively
Responsible for providing a premium level of service to a designated set of accounts.
Assist in setting up analyst meetings with clients
Contact clients to promote and secure attendance at analyst meetings, round tables, briefings, teleconferences and other events
Promote awareness regarding publications and new research to the client base
Moderate travel will be required
Degree educated (or equivalent) within a Finance or Economics discipline
2 years’ experience in a sales support, client service, account management, relationship management or other related client-facing position, preferably within the financial services sector
Knowledge of financial services and/or capital markets.
Strong communication skills, both oral and written. Ability to convey important messages to clients and develop rapport over the phone.
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 to manage own schedule.
Ability to multi task and to meet deadlines.
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.