Associate Director - Customer Success Mgmt
Cape Analytics
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. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.
If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.
Skills and Competencies
- 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 e.g. regulation, origination and risk practices (Credit Modelling & Assessment, Credit Portfolio Management (Risk and CPM), Stress Testing and Impairments Modelling 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 organisation
- Demonstrate ability to work in a collaborative team environment and work independently when needed
- 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 customised offerings for customers
- Position normally requires approximately 20% travel in Europe and Africa for client meetings
- Additional language skills desirable (French)
- 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
Education
- Undergraduate (e.g., Bachelor’s degree) required, Graduate/second-level degree preferred
Responsibilities
This role requires a strong understanding of bank workflows and use cases including lending, regulatory and/or risk practices, as well as compliance and data insights. 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.
Customer Knowledge
- Gather information on customer use of Moody’s solutions including Risk & Finance, Lending and Regulatory solutions as well as KYC and Data 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)
- 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
- Learn and share industry best practices with stakeholder groups
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
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
About the team
Customer Success Management is critical to our short-term and long-term profitability as an organisation. We are successful when our clients realise 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 organisational 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 organisational challenges to build support as well as to mobilise 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, organise 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.
In the Banking group, we help financial 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.
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.
Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.