Associate Director-Customer Success Manager

3 weeks ago

London, United Kingdom Moody’s Corporation Full time

Associate Director - Customer Success Manager, Banking Solutions
Join to apply for the Associate Director - Customer Success Manager, Banking Solutions role at Moody's Corporation
Associate Director - Customer Success Manager, Banking Solutions
Join to apply for the Associate Director - Customer Success Manager, Banking Solutions role at Moody's Corporation
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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.
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.
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. 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. 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. 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
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
Partner with Sales on Executive Outreach campaigns
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
Relationship builder who empathizes with every aspect of the customer experience and ensures continuity in the customer journey
Marketing Collateral and Events
Advocate for customer community-building events
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
Have a good understanding of product-related requirements, analysis, methodologies and software industry.
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
Additional language skills desirable
Employment type Full-time

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