Associate Director - Customer Success Management in Salford

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.

Skills And Competencies

• A Moody’s employee at this level would typically have 10+ years’ experience working in direct business-to-business client facing roles with experience within a SaaS, commercial data, analytics, regulatory or finance industry.
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases.
• Ability to present high-level information as well as detailed demonstrations of products & services.
• Excellent verbal/written communication and presentation skills.
• Ability to work both independently and within a team environment, with focus and high attention to detail.

Education

• Undergraduate/first-level degree (e.g., Bachelor’s degree) required, with coursework in business, economics, finance, marketing or related fields.

Responsibilities

• Strategically oversee the EA and Americas Region Corporate & Government CSM Tier 3 (Development Accounts) team of Customer Success Managers, who are responsible for retention of customers, maintaining satisfaction and loyalty, and providing best in class service.
• This position drives customer-focused retention efforts to assist the sales and customer service organisation in meeting targets related to customer interactions, revenue, and sales.
• This team consistently holds a high volume of accounts, therefore ability to scale, automate and find efficiencies is key.
• Serve as a key point of contact for day-to-day issues and questions from the team.
• Ensure key processes and procedures are adhered to and provide help and feedback to the team to aid in development.
• Demonstrate a deep understanding of the customer’s industry segment and applicable workflow(s) to provide valuable Moody’s solution utilization recommendations that increase the value received by the customer.
• Identify knowledge gaps within the team and suggest recommendations for training to address gaps and support development of individuals.
• Responsible for developing staffing strategies, recruiting, hiring, and training of teams to optimise department performance.
• Manage account territory assignments through an understanding of the sales renewable base, contract and users counts.
• Maintain and track the daily activities, performance, and production level of associates through effective reporting and analysis.
• Responsible for ensuring the teams meet their activity targets and goals.
• Provide continuous feedback and coaching on performance and employee development to achieve departmental goals; ensure the completion of all assigned duties and responsibilities of all subordinates.
• Create an environment that fosters teamwork and accountability and positively impacts the customer experience.
• Develop action plans to drive employee engagement.
• Maintain, develop and document department policies, practices and procedures.
• Responsible for managing the expense budget for the team.
• Some travel will be required.

About The Team

The objective of the Customer Success Manager (CSM) is to enhance customer satisfaction and retention as well as identifying expansion opportunities for MA sales. The role is pivotal in ensuring customers achieve their desired outcomes through their interactions with Moody’s. We are looking for a Customer Success Manager Team Manager who can both lead individuals, as well as actively demonstrate being a true customer advocate, resolve challenges and empower clients to achieve their desired outcomes when utilising our solutions.

The role requires taking a proactive & strategic approach with the CSM’s, to ensure both client and Moody’s Analytics are mutually benefitting from the relationship. Close collaboration with sales leadership and other internal stakeholders is required to develop client strategies and map the customer journey to achieve their desired outcomes using services managed by the Corporate & Government segment.

Additionally, the role focuses on improving the overall customer experience and required continuous assessment of client health and providing strategic guidance and how the Customer Success Managers interact with their clients. Our team drives engagement through purposeful and value-based interactions with our clients. We aim for our clients to recognise value and confidence in our solutions, resulting high levels of retention, satisfaction and confidence.

Through deep relationships, we bring the voice of the customer to the center of MA’s business strategies and identify new opportunities for expanded. We strive to be the model of collaboration and partnership with our colleagues, and we create an environment that engages individuals. Our mission is to maximise customer connection and loyalty by:

• Deeply understanding their desired workflow outcomes
• Growing the team’s talent & investing in careers
• Being an industry model in customer centricity

We strive to be an industry leading organisation with our customers’ needs at the center of everything we do. Our department client base focuses on corporates, government, and professional services firms; and extends to services banks, financial institutions and insurers. As the bridge between our product teams and customers, we build mutually rewarding relationships that allow us to deliver the best solution for each customer challenge. An organisation of motivated, curious, and teamwork-oriented people, we let our Customer passion drive our business forward.