Assistant/associate Director-customer Success

2 weeks ago

Singapore Moody's Investors Service Full time

Customer Success Management is critical to our profitability as an organization. We are successful when our clients realize continued value from our solutions and services. We work closely with our clients to assess their objectives, strategically align our solutions to achieve them, and ensure expected outcomes through tactical and proactive actions. The objective is to ensure our clients perceive us as a partner and an advisor.
The team also employs an objective & information-driven approach to customer success that are the best practices in the industry. As an advocate for the client at MA, the customer success advisor collaborates with all MA function, which makes this role very central to the OU’s functioning.

Customer Success Managers will measure achievement by increased customer adoption, meaningful customer engagement through success planning, reduced client turnover, and expanded organizational relationships.
- Proactively and effectively conduct discovery, and understand client’s objectives & priorities.
- Lead all aspects of customer success primarily for lending clients, and expected to pick up nuances of ALM and Risk solutions as well.
- Mentor and provide trusted advisory, promote customer confidence to achieve near-term and long-term goals.
- Establish customer journey roadmap that clearly articulates near-term and long-term needs from the customer’s perspective.
- Empathize with every aspect of the customer experience and ensures continuity in the customer journey.
- Reduce churn and drive business growth through cross-sell opportunities
- Optimize customer lifecycle by leading initiatives to improve customer engagement.
- Minimum of 7 years of experience working in banking or financial services companies, which includes experience with SaaS or subscription-based lending software company.
- Bachelor’s degree required; Master’s and advanced degrees preferred.
- Prior experience in client-facing role required in customer success management of lending solution implementation/ services.
- Considerable experience in working with Asia Pacific based financial institutions.
- Proven interest in expanding domain horizons to credit risk and treasury management and be able to communicate the value of our offering through solution discussions to ensure the client perceives us as a partner and advisor.
- Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers.
- Understanding of banking industry - regulations, origination, and risk practices.
- Ability to establish relationships at all levels with clients/prospects and the internal organization.
- Excellent written & verbal communication skills, and presentation skills.
- Be able to operate independently.
- Some clients in Asia Pacific region could be based in time zones ahead of Singapore, which requires flexibility in taking occasional early meetings.
- Possess necessary expertise and confidence to conduct meetings independently.
- Position normally requires approximately 25% travel for client meetings.

Banking OU

L1-DL1

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.

For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

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