Moody’s is seeking an Assistant Director - Customer Success Manager to drive purposeful and value-based interactions with clients, maximizing retention, satisfaction, and loyalty. You will act as a trusted advisor, leading customer engagements and building cross-functional partnerships.
What You'll Do
- Be accountable for your customer’s overarching success throughout the customer lifecycle, including customer adoption, account health, and retention at scale.
- Act as the trusted advisor, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more.
- Lead engagements including hosting webinar style training and empowering customers at scale through sharing helpful and relevant resources.
- Build cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness.
- Organize and lead customer engagements including onboarding, kickoff, status calls, and quarterly strategic sessions.
- Collaborate with team members to create and maintain training resources for end users.
- Present utilization information to clients with recommendations to optimize their results.
- Identify and track opportunities and risks within assigned customer base.
- Maintain strong product knowledge for training, usage and client satisfaction.
- Help to upskill colleagues through product training and “lunch and learn” style engagements.
- Coordinate customer-facing initiatives with other KYC and Data Apps teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)
What We're Looking For
- Minimum 5 years of professional experience in account management, customer success, pre-sales, sales or customer support roles.
- Undergraduate/first-level degree (e.g., Bachelor’s degree) required, preferably with coursework in business, economics, finance, marketing or related fields.
- Exceptional communication, relationship-building, and presentation skills, with the ability to engage stakeholders at all levels.
- Demonstrated ability to work collaboratively in cross-functional teams while independently managing priorities and delivering result.
- Ability to travel as needed (up to 25% of the time).
Nice to Have
- Prior experience with Bank and Asset Management entities is considered a plus.
- Experience in creating and leading scalable client focused communications or campaigns preferred.
- Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, KYC, AML, supplier and credit risk use cases preferred.
- Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency.
- Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use.
Team & Environment
You will be part of the Customer Engagement team.
Benefits & Compensation
- Compensation range: $98,400.00 - $142,800.00
- Medical, dental, vision insurance.
- Parental leave.
- Paid time off.
- 401(k) plan with employee and company contribution opportunities.
- Life, disability, and accident insurance.
- Discounted employee stock purchase plan.
- Tuition reimbursement.
Work Mode
This is an onsite position located at Charlotte - 1414 S Tryon Street.
Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.
