Associate Director

**Location(s)**:

- 6 Shenton Way, #14-08, OUE Downtown 2, Singapore, 68809, SG
- 1 O'Connell Street, Sydney, 2000, AU

**Line Of Business**: Know Your Customer OU(KYC OU)

**Job Category**:

- Sales & Marketing

**Experience Level**: Experienced Hire

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.

**Skills and Competencies**
- 10+ years’ experience working in direct business-to-business client facing roles with experience within a SaaS, commercial data, analytics, regulatory or finance industry.
- 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.

**Education**
- Undergraduate/first-level degree (e.g., Bachelor’s degree) required, with coursework in business, economics, finance, marketing or related fields.

**Responsibilities**
Customer Success Management (CSM) is fundamental to the growth of the Moody’s business. Through proactive customer engagement, the CSM executives drive customer retention as well as identifying expansion opportunities for MA sales. We are looking for a Customer Success leader who can support the CSM team to be true customer advocates, resolve challenges and proactively empower clients to achieve their desired outcomes with Moody’s solutions.

Close collaboration with sales colleagues and other internal stakeholders will be required to develop client strategies and map the customer journey to achieve their desired outcomes. Coordination with other MA segment teams will also be required as well as with key Corporate & Government departments such as Customer Support, Product, Engineering and Solution Delivery. Additionally, the role focuses on improving the overall customer experience and required continuous assessment of client health and providing strategic guidance and product training as needed.

**Responsibilities**:

- Strategically oversee the Corporate & Government CSM team responsible for retention of customers, maintaining satisfaction and loyalty, and providing best in class service. This position drives customer-focused retention efforts to assist the sales and customer service organization in meeting targets related to customer interactions, revenue, and sales.
- Ensure key processes and procedures are adhered to and provide help and feedback to the team to aid in their development.
- Provide a deep understanding of the customer’s industry segment and applicable workflow(s) to support the CSMs in their management of our customers and regular engagements. Attend internal and customer meetings to provide support and ensure a successful customer outcomes.
- Identify knowledge gaps within the team and suggest recommendations for training to address gaps and support development of individuals.
- Develop staffing strategies, recruiting, hiring, and training of teams to optimize department performance.
- Manage account territory assignments through an understanding of the sales renewable base, contract and users counts.
- Maintain and track the daily activities, performance, and production level of associates through effective reporting and analysis. Responsible for ensuring the teams meet their activity targets and goals.
- Provide continuous feedback and coaching on performance and employee development to achieve departmental goals; ensure the completion of all assigned duties and responsibilities of all subordinates.
- Create an environment that fosters teamwork and accountability and positively impacts the customer experience.
- Develop action plans to drive employee engagement.
- Maintain, develop and document department policies, practices and procedures.
- Responsible for managing the expense budget for the team. Some travel will be required.

**About the team**
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, prot