Strategic Customer Success Director

Moody's; Omaha (NE); Remote; USD 143,000 - 209,000; Full time

Job summary

Moody's seeks a Strategic Customer Success professional for enhancing client retention and growth within asset management. The role emphasizes strategic relationships, requires significant experience in financial services, and necessitates strong communication and negotiation skills. A commitment to customer success and collaboration with various internal teams is essential.

Benefits

Medical, dental, and vision insurance

401(k) plan with contributions

Tuition reimbursement

Paid time off

Discounted employee stock purchase plan

Qualifications

• Minimum of 10 years of experience in financial services or risk management
• Demonstrate ability to work in a collaborative team environment
• Clear written and oral communication skills

Responsibilities

• Build and maintain strategic customer relationships with senior stakeholders.
• Enhance retention and growth among top asset management clients.
• Develop engagement plans to increase adoption and customer value.

Skills

Customer relationship management

Communication

Negotiation

Strategic thinking

Collaboration

Education

Bachelor's degree

Graduate/second-level degree

Job description

Location(s):

• Remote - United States, US
• 901 Yamato Rd., Suite 210E, Boca Raton, Florida, 33431, US
• 1414 S Tryon Street, 7th Floor, The Railyard Floors 5-8, Charlotte, North Carolina, 28203, US
• 1010 N. 102nd Street, Suite 100, Omaha, Nebraska, 68114, US
• 211 South Gulph Road, Suite 125, King of Prussia, Pennsylvania, 19406, US

Line Of Business: Asset Mgmt(AM)

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.

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.

The Role / Responsibilities:

The Strategic Customer Success role is highly commercial in nature, with the primary objective of enhancing retention and growth (NER) among our top asset management clients by cultivating multiple senior strategic relationships. This role requires individuals who are both commercially astute and possess sufficient experience and professional credibility to engage effectively with senior stakeholders.

This role will partner closely with other parts of the business, including Sales, Commercial Strategy and Product on client retention management needs. This group is specifically focused on client retention. Communication will be critical to present a clear and united front amongst all stakeholder teams.

The role involves creating a unified, intelligence-led engagement strategy that maximises revenue potential, cross-regional influence, and retention across key AM accounts by identifying and engaging the true economic influencers - irrespective of contractual jurisdiction. The strategy focuses on treating clients as global entities, not just regional contracts, and maximising renewals, upsell, and retention through influence-driven engagement.

Key Areas of Focus

• Build and maintain strategic customer relationships with senior stakeholders to maximize adoption, expansion, and retention of Moody's offerings.
• Prioritize the largest clients based on their expenditure or strategic value to Moody's.
• Enhance retention and growth among top asset management clients by cultivating senior and deeper relationships.
• Promote key strategic Moody's priorities within the Asset Management segment.
• The role involves interactions with multiple senior contacts at each client throughout the year.
• Proactively drive increased utilization of offerings to support retention and growth.
• Develop engagement plans to increase adoption and deepen value via customer programs, updating based on changing client needs.
• Establish short-term and long-term goals with prescriptive actions and measurable customer ROI results.
• Influence future lifetime value through broader product adoption, customer satisfaction, and overall health scores.
• Partner closely with product management on product roadmaps and with marketing on campaigns and events.
• Align with Sales on cross-sell and up-sell opportunities with a focus on client retention.
• Create a customer feedback loop process and share "the voice of the customer" with relevant stakeholder teams.

Qualifications:

• Minimum of 10 years of experience in financial services or risk management related field
• Prior experience working with clients directly required
• Deep understanding of customer needs across different client segments
• Experience in managing client support escalation channel as related to customer success
• 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
• Strong product, business application, written and verbal communication skills
• Process orientated mind-set with ability to multi-task and juggle multiple requests
• Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
• Enthusiastic and creative leader with ability to inspire, mentor and manage junior team members to deliver customer success
• Ability to manage, influence through persuasion, negotiation and consensus building
• Excellent communication and presentation skills
• Position requires approximately 25-50% travel
• Undergraduate (e.g., Bachelor's degree) required
• Graduate/second-level degree preferred

For US-based roles only: the anticipated hiring base salary range for this position is$143,800.00-$208,600.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody's also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

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. Moody's also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [e-mail]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement.Click here to view our Notice to New York City Applicants.
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.