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 Associate Director- Customer success management will lead a mainly European based team within Corporate & Government Customer Success Management (CSM) to drive customer retention, satisfaction, and loyalty through proactive engagement and strategic guidance.

Responsibilities:

• Strategically oversee the CSM team, ensuring best-in-class service and customer-focused retention efforts.
• Develop and implement client strategies, collaborating closely with sales and internal stakeholders to map complex customer journeys within large environments
• Provide deep industry and workflow knowledge to support CSMs in managing customer engagements within blue chip and enterprise environments.
• Identify and address knowledge gaps within the team, recommending training and development initiatives.
• Develop staffing strategies, recruiting, hiring, and training teams to optimize performance.
• Manage account territory assignments and ensure effective tracking of daily activities and performance metrics.
• Provide continuous feedback and coaching, fostering an environment of teamwork and accountability.
• Develop action plans to drive employee engagement and maintain department policies and procedures.
• Manage the expense budget for the team.
• Travel as required to support team and customer engagements.

Skills and Competencies:

• Strategic Leadership: Proven ability to develop and execute customer success strategies, driving retention and satisfaction.
• Industry Expertise: Deep understanding of regulatory compliance, supplier, and credit risk within the SaaS, commercial data, analytics, or finance industry.
• Communication Skills: Excellent verbal and written communication, with the ability to present high-level information and detailed product demonstrations to executive level stakeholders
• Team Management: Experience in recruiting, training, and developing high-performing teams.
• Analytical Skills: Strong ability to analyze performance metrics and develop action plans based on data insights.
• Customer Focus: Passionate about understanding customer needs with a track record of delivering exceptional value to enterprise scale customers
• Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field is required.

Our Customer Engagement team is responsible for driving purposeful and value-based interactions with our clients to maximize retention, satisfaction, and loyalty. By joining our team, you will be part of exciting work in developing deep customer relationships, bringing the voice of the customer to the center of our business strategies, and identifying new opportunities for expansion. We strive to be an industry-leading organization with a strong focus on customer centricity and collaboration.

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.