Amanda Flemming
Director Of Customer Success
Westland,Michigan
Work Preference
Summary
Experienced with customer relationship management, strategic planning, and team leadership. Utilizes data-driven insights to improve customer satisfaction and retention. Track record of fostering collaborative environments and delivering customer-focused solutions.
Overview
21
21
years of professional experience
Work History
Director of Customer Success
Moody's Analytics Inc.
04.2019 - Current
- Executive Client Stewardship: Lead strategic engagement across a portfolio of 23 high-value clients—including pension plans, asset managers, and consulting firms—delivering tailored solutions that drive retention, expansion, and long-term partnership.
- Team Leadership & Culture Building: Built and scaled a high-performing Customer Success team, fostering a culture of accountability, innovation, and client-centricity. Spearheaded onboarding and mentorship programs to accelerate team development.
- Global Process Innovation: Authored and deployed a comprehensive Customer Success handbook adopted across global offices, standardizing workflows and elevating service consistency.
- Digital Enablement: Designed and launched a centralized customer portal featuring training modules, documentation, and marketing assets—enhancing client autonomy and engagement.
- Data-Driven Strategy: Developed and maintained executive dashboards tracking KPIs, client health scores, and renewal forecasts. Delivered actionable insights to senior leadership for strategic planning.
- Cross-Functional Collaboration: Partnered with Product, Sales, and Operations to resolve complex service issues, prioritize development requests, and align roadmap initiatives with client needs.
- Thought Leadership & Industry Presence: Represented Moody’s at key industry conferences, positioning the firm as a trusted advisor and expanding brand visibility.
- Product Advocacy: Acted as a voice of the customer, channeling feedback into product enhancements and influencing roadmap decisions to better serve market demands.
- Sales Enablement: Led demos and trial engagements for prospective clients, translating technical capabilities into business value and consistently converting leads into long-term partnerships.
Senior Client Specialist
NEPC, LLC
03.2017 - 04.2019
Senior Analyst
NEPC, LLC
03.2014 - 03.2017
Senior Performance Analyst
NEPC, LLC
02.2011 - 02.2014
Office Manager
NEPC, LLC
07.2007 - 02.2012
Administrative Assistant
NEPC, LLC
03.2005 - 07.2007
Education
Bachelor of Science - Finance
Kaplan University
Chicago, IL01.2008
Skills
Client advocacy
Customer segmentation
Customer onboarding
Sales enablement
Data-driven decision making
Customer retention strategies
Positive attitude
Team leadership
Effective communication
Customer relationship management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Native or Bilingual
Timeline
Director of Customer Success
Moody's Analytics Inc.
04.2019 - Current
Senior Client Specialist
NEPC, LLC
03.2017 - 04.2019
Senior Analyst
NEPC, LLC
03.2014 - 03.2017
Senior Performance Analyst
NEPC, LLC
02.2011 - 02.2014
Office Manager
NEPC, LLC
07.2007 - 02.2012
Administrative Assistant
NEPC, LLC
03.2005 - 07.2007
Bachelor of Science - Finance
Kaplan University