Assistant / Associate Director Customer Success Management (Credit Solution)

Employer
Moody's
Location
Singapore, Singapore
Salary
Competitive
Posted
28 Jul 2022
Closes
27 Aug 2022
Ref
16080622
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
The Customer Engagement role is critical to maintaining and growing our most strategic accounts. For CreditView to be successful, our clients need to continue to accrue value from the product. The Customer Engagement team is expected to provide a 'white glove service' to select key institutions in the Asia market to ensure maximum value from existing products is gained and uncover new applications and use cases for their organization. This candidate should be able to understand the customer needs, organizational challenges, short-term as well as long-term goals. The Customer Engagement team will create and drive forward a client roadmap (or journey) to increase adoption and usage of CreditView across the organization, as well as identify potential new business opportunities. The team will also act as subject matter experts for the CreditView product and related content. Each member will support sales in the renewal and new business efforts as well as provide frequent client feedback to Product Strategy and MIS.
Additional areas of responsibility:
  • Drive the "White Glove Service" culture for the Customer Engagement team
  • Demonstrate success with increased client engagement with CreditView, deeper organization understanding and the ability to connect relevant content with the right users.
  • Partner with sales on renewals and new business and to uncover new ideas for product expansion, pricing and markets.
  • Identify key customer personas, establish customer journeys, map CreditView capabilities to user needs.
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
  • Build and maintain client relationships and extend relationships beyond key business champions.
  • Provide relevant, timely and actionable feedback to Product Strategy and MIS.
  • Partner closely with Product Strategy on product roadmaps and with marketing on campaigns and events.
  • Track required metrics and report regularly to DI and Sales management.
  • Promote MIS thought leadership, research pieces, events and analyst contacts.
  • Run quarterly business reviews with clients to assess their business strategy and realign with engagement plan.
  • Minimum of 5 years of experience in financial services or risk management related field.
  • Prior experience working with clients directly required.
  • Experience navigating customer organizational structures, defining and achieving success criteria.
  • Very strong interpersonal and organization skills with the ability to manage client initiatives across sales, product strategy and solutions delivery.
  • Experience engaging with senior stakeholders within a business.
  • Demonstrate ability to work in a collaborative team environment.
  • Experience with credit risk, financial and banking topics.
  • Clear written and oral communication skills with an ability to communicate complex concepts to a senior audience.
  • Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers.
  • Ability to manage, influence through persuasion, negotiation and consensus building.
  • Excellent communication and presentation skills.
  • Position requires approximately 25% travel.
  • Undergraduate (e.g., Bachelor's degree) required.
CAAS 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.
Moody's (NYSE: MCO) is a global integrated risk assessment firm that empowers organizations to make better decisions. Our data, analytical solutions and insights help decision-makers identify opportunities and manage the risks of doing business with others. We believe that greater transparency, more informed decisions, and fair access to information open the door to shared progress. Moody's combines international presence with local expertise and over a century of experience in financial markets. Learn more at moodys.com .

At Moody's, we're taking action. We're hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We're educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at moodys.com/diversity
Moody's Analytics provides financial intelligence and analytical tools supporting our clients' growth, efficiency and risk management objectives. The combination of our unparalleled expertise in risk, expansive information resources, and innovative application of technology, helps today's business leaders confidently navigate an evolving marketplace.

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