Director- Customer Success Management (Banking Solution)

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. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

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. 

Skills and Competencies

• Minimum of 5 years of experience working in banking or financial services industries
• Prior experience in client-facing role required, including Customer Success Manager, Consultant, Banking Relationship Manager, Bank Lender or Sales Specialist position
• Understanding of banking industry – regulation, origination and risk practices (Credit Modeling & Assessment, Credit Portfolio Management (Risk and CPM), Stress Testing and Impairments Modeling and governance, Regulatory requirements (Lending, Banking Compliance, KYC, Solvency 2, IFRS 9, etc.) highly desirable
• Ability to build relationships at all levels with clients/prospects and the internal organization
• Demonstrate ability to work in a collaborative team environment
• Have a good understanding of product-related requirements, analysis, methodologies and software industry
• Excellent written & verbal communication skills and presentation skills
• Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
• Be able to operate relatively independently
• Additional language skills desirable (Cantonese / Mandarin)
• Demonstrated proficiency in artificial intelligence concepts, with hands-on experience using AI tools to streamline workflows and enhance operational efficiency. Proven ability to implement AI-powered solutions to solve business challenges. Demonstrates a growing awareness of AI risk management and a commitment to responsible and ethical AI use.

Education

• Undergraduate (e.g., Bachelor’s degree) required
• Graduate/second-level degree preferred

Responsibilities

Customer Success Management is critical to our short-term and long-term profitability as an organization.

• Gather information on customer use of Moody’s solutions including Risk, Finance and Lending solutions as well as KYC and Data solutions and communicate to internal partners (product, research, sales, advisory services and client support) to build engagement strategy
• Proactively and effectively conduct discovery and understand the client’s objectives and priorities
• Anticipate customer needs by offering new insights and ongoing engagement with direction
• Identify best practices around solution application to solve customer problems based on jobs to be done (different user needs)
• Possess necessary expertise and confidence to conduct meetings independently
• Develop and manage engagement plan to deepen interactions with each customer, resulting in stronger use of our products and data embedded in the client’s Banking workflows
• Partner with Sales to proactively manage client engagement to drive account loyalty including, maintaining health scores to reflect risk assessments and forecast full year churn rates
• Partner with Sales to maintain engagement risk scores to identify customers with little to no engagement
• Learn and share industry best practices with stakeholder groups
• Partner with Sales on Executive Outreach campaigns (Roundtables, Customer Forums, Executive Updates)
• Serve as a trusted advisor to the client enabling discussions of business priorities rather than product
• Partner closely with an internal stakeholder team across Sales and the business domain to support the customer journey across user adoption and executive engagement
• Strong communicator who can translate business needs and demonstrate solution value
• Channel customer feedback to Moody’s development teams
• Partner with Product and Research to communicate new product developments to customers
• Relationship builder who empathizes with every aspect of the customer experience and ensures continuity in the customer journey
• Coordinate development of case studies, success stories and other collateral to highlight the benefits of our solutions externally and internally
• Lead preparation and delivery of summits, user groups and webinars
• Advocate for customer community-building events

About the Team

In the Banking group, we help financial institutions make important decisions about their business, particularly when they are providing loans, managing risk, or conducting financial planning for the future of their institution. We do this with our innovative software and reliable analytics, helping them understand how to do their job better through training, learning solutions and advisory services. We are a dedicated team of experts in technology and financial analytics who understand what our clients need.

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.