Assc Dir-Customer Success Mgmt

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 is critical to our short-term and long-term goals as an organisation. Simply put, our success is linked to the continue value our customers derive from our solutions.

As we aim to continue evolving and enhancing our Customer Success function to better support our growing business, we are looking for a creative and strategically minded leader to spearhead the buildout of our team of Pooled Customer Success professionals. This role is geared towards ensuring our Tech Touch segment customer across all segments (Corporates, Governments, Banks, Insurance and Asset Management) experience unparalleled support in a post-sales capacity.

Responsibilities:

* Oversee the Tech Touch Customer Success team in India (6-10 people), fostering a culture of excellence, accountability and teamwork
* Drive the implementation of our global Digital Customer Success Strategy
* Demonstrate ability to scale technology at speed, utilizing GenAI, our Tech Stack and customer behaviours to find efficiencies in the way we work.
* Work closely with the MA Academy to develop self-serice tools to be embedded within our products
* Champion the integration and adoption of core CRM technologies to enhance transparency, productivity and adherence to best practices across Customer Success teams.
* Work with global counterparts to analyze customer behaviour to tailor and schedule webinars, addressing regional language preferences and ensuring relevance and value.
* Develop and refine Customer Success playbooks to ensure scalability and consistency in execution.
* Show strong analytical skills with the ability to translate customer insights into actionable strategies for growth and retention of the assigned client portfolio.
* Serve as a key point of contact for day-to-day issues and questions from the team. Ensure key processes and procedures are edhered to and provide help and feedback to the team to aid in development
* Identify knowledge gaps within the team and suggest recommendations for training to address gaps and support development of individuals
* Participate in staffing strategies, recruiting, hiring and training of teams to optimize department performance
* Provide continuous feedback and coaching on performance and development opportunities to achieve departmental goals
* Create and environment that fosters teamwork and accountability and positively impacts the customer experience. Develop action plans to drive employee engagement

Qualifications:

* Undergraduate/first-level degree (e.g., Bachelor’s degree) required, with coursework in business, economics, finance, marketing or related fields.
* A Moody’s employee at this level would typically have 9 - 11 years’ experience working in direct business-to-business client facing roles with experience within a SaaS, commercial data, analytics, regulatory or finance industry.
* 2-3 years leadership experience
* Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases.
* Ability to present high-level information as well as detailed demonstrations of products & services.
* Excellent verbal/written communication and presentation skills.
* Ability to work both independently and within a team environment, with focus and high attention to detail.

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, gender expression, gender identity or any other characteristic protected by law.

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.