Assc Dir-Customer Success - Banking

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

The Role / Responsibilities:

Customer Success Management is critical to our short-term and long-term profitability as an organization. We are successful when our clients realize continued value from our solutions and services. Customer Success Managers co-ordinate internal resources to promote increased customer adoption and deliver relevant and timely content, ultimately driving higher retention (ARR). The candidate will be able to effectively question their customers about use cases and business outcomes to develop an engagement strategy that aligns our teams with the customer’s objectives. Customer journey mapping, QBRs, health scores and time-to-value are key elements of our operating model. Through customer partnerships the Customer Success Manager will develop client references and source marketing content, sponsor client events and lead other community-building (customer) activities. They will represent the voice of the customer in product roadmap discussions and serve as a channel to the customer base for product communications.

This role requires a strong understanding of commercial banking, in particular corporate lending, finance and/or risk practices. Experience in the use of credit data/credit models for underwriting, allowance calculations (CECL), credit VaR and/or stress-testing is a plus. A successful candidate will define customer engagement strategies by relating their industry and product knowledge to the customers’ critical priorities and co-ordinating involvement of internal experts to support sustained client interactions.

Areas of Responsibility:

Customer Knowledge

• Gather information on customer use of Risk, Finance and Lending solutions, communicate to internal partners (product, research, services, sales, client support) and co-ordinate involvement of resources as part of a holistic strategy
• Proactively conduct discovery of the client’s objectives and priorities around the use of our solutions
• Maintain detailed understanding and documentation of customer use cases, usage metrices, health scores
• Deepen customer relationships across seniority and functional areas, positioning MA in an advisory role
• Anticipate customer needs and facilitate delivery of content and insight to deepen their product relationship
• Impart best practices around solution application to solve customer problems based on jobs to be done (different user needs); e.g., reinforce value to various customer stakeholders
• Possess necessary expertise and confidence to conduct meetings independently
• Work closely with the Sales account team to align sales plan with CSM success plan
• Coordinate delivery of Quarterly Business Reviews (QBRs)
• Proactively manage relationship with customer sponsor (e.g., Economic Buyer) and end users, as reflected in renewals and high NPS scores
• Accurately forecast full year churn rate

Solution Communication, Feedback & Relationship Management

• Partner closely with an internal stakeholder team across Sales and the business domain to support the customer journey across user adoption, retention and executive engagement
• Strong communicator who can translate business needs
• Channel customer feedback to Moody’s development teams
• Communicate new product developments to customers
• Relationship builder who empathizes with every aspect of the customer experience and ensures continuity in the customer journey

Marketing Collateral and Events

• Coordinate development of case studies based on customer testimonials and achievement of customer objectives
• Contribute to preparation and delivery of product/industry webinars and customer events
• Foster customer network to facilitate peer discussions amongst our clients

Qualifications:

• Minimum of 7 years of experience working in C&I lending or financial services
• Prior experience in client-facing role including Customer Success, Consultant, Banking Relationship Manager, Bank Lender or Sales Specialist position
• Understanding of banking industry - regulation, wholesale loan origination, credit risk practices
• Experience with credit models (e.g., PD, LGD, risk rating, economic capital, CECL)
• Ability to build relationships at all levels within customer organizations
• Demonstrate ability to work in a collaborative team environment
• Excellent written & verbal communication skills and presentation skills
• Self-starter willing to ‘roll up sleeves’ as necessary
• Position normally requires 10-20% travel in US for client meetings
• Undergraduate (e.g., Bachelor’s degree) required

Graduate/second-level degree preferred

For US-based roles only: the anticipated hiring base salary range for this position is $135,000 - $175,000 depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody’s 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. Moody’s 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 accommodations@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.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement. Click here to view our Notice to New York City Applicants.
Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s 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.

For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee’s tenure with Moody’s.