Assistant Director – Manager, Account Management – EMEA - London - 9273BR

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:
  • 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.
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
  • 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
Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $3.5 billion in 2015, employs approximately 10,400 people worldwide and maintains a presence in 36 countries. Further information is available at www.moodys.com.
Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
MIS and MSS Candidates are asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.