Associate Director

3 weeks ago

London, Greater London, United Kingdom Moody's Full time

Team Description:

In the Banking group, we help lending 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.

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 will measure achievement by increased customer adoption, reduced client turnover and meaningful customer engagement, including expanded organizational relationships. The candidate will be able to understand the customer needs and relate them to our capabilities, identify new use cases and ensure clients obtain maximum value from our solutions. They should also be able to navigate customer organizational challenges to build support as well as to mobilize Moody's resources to address client needs in a coordinated way, as required. Through customer partnerships the Customer Success Manager will develop client references and source marketing content, organize client events and lead other community-building (customer) events. They will serve as the voice of the customer in development roadmap discussions and as a channel to the customer base for product communications.

This role requires a strong understanding of bank lending, regulatory and/or risk practices. It is expected that this person will have the ability to establish a customer journey roadmap that clearly articulates near-term and long-term customer needs from the customer's perspective, including clear ROI benefits. A successful candidate will define customer engagement strategies by relating their industry and product knowledge to the customers' critical priorities, and be able to communicate the value of our offering through demos and solution discussions.

Areas of Responsibility:

Customer Knowledge

  • Gather information on customer use of Risk & Finance, Lending and Regulatory 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
  • 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
  • Serve as a trusted advisor to the client enabling discussions of business priorities rather than product

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 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

Marketing Collateral and Events

  • 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

Qualifications

  • 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 (Basel CRD IV/V, Solvency 2, IFRS 9, ECB and EBA guidelines) 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
  • Position normally requires approximately 20% travel in Europe and Africa for client meetings
  • Undergraduate (e.g., Bachelor's degree) required
  • Graduate/second-level degree preferred
  • Be able to operate relatively independently
  • Additional language skills desirable

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