Assistant/Associate Director-Customer Success Operation (Lending Solution/SAAS)

Employer
Moody's
Location
Singapore, Singapore
Salary
Competitive
Posted
Jul 01, 2022
Closes
Jul 24, 2022
Ref
15655739
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
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.
We maintain an advisory-led customer success approach with our clients, which enables us to bring in domain knowledge , product knowledge , advisory depth , and clarity of Banking OU solutions required to help client achieve its expected outcome. The current team comprises of experienced subject matter experts with backgrounds in advisory, research, implementation, and client solutions.
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.
Banking Operating Unit has four streams - Lending, Finance, Risk & Strategic Planning - and to be a trusted advisor to our clients, it is essential the candidate has a strong domain focus in one or more streams. A successful candidate will define solution adoption, and success planning strategies by relating their industry, domain, and product knowledge. It is expected that the candidate will have the ability to establish a customer journey roadmap that clearly articulates near-term and long-term needs from the customer's perspective, including clear ROI benefits.
The candidate should also be able to navigate customer organizational challenges to build support as well as to mobilize MA 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, organize events and building a user community for the customer . They will serve as the voice of the customer in development roadmap discussions and as a channel to the customer base for product communications.
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.
  • Collaborate and tap on the expertise of other customer success team members/ subject matter experts to come up with the best solution for the client.
  • 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
  • Identify standard methodologies around solution application to solve customer challenges.
  • 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
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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. With over 11,000 employees in more than 40 countries, 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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