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Moody's is seeking an Associate Director of Customer Success Management for its Banking Solutions group in Hong Kong. This role is critical to driving profitability through strategic customer engagement and retention in the banking and financial services sector.
You will own the customer success strategy for banking clients using Moody's Risk, Finance, Lending, KYC, and Data solutions. Key responsibilities include gathering intelligence on customer product usage, conducting discovery to understand client objectives, and developing comprehensive engagement plans that deepen product adoption and integration into banking workflows. You'll proactively identify customer needs, anticipate expansion opportunities, and serve as a trusted advisor on business priorities rather than just product features.
You will partner closely with Sales to manage account health, maintain engagement risk scores, forecast churn, and drive executive outreach campaigns including roundtables and customer forums. You'll also coordinate with Product, Research, and Client Support teams to communicate new developments, gather feedback, and develop case studies and success stories. Leadership of user groups, webinars, and summits is part of the role.
The ideal candidate brings 5+ years in banking or financial services with proven client-facing experience (Customer Success Manager, Consultant, Banking Relationship Manager, or Sales Specialist). Deep understanding of banking operations, regulation, credit modeling, risk assessment, KYC, compliance frameworks (IFRS 9, Solvency 2), and lending practices is highly desirable. You should demonstrate strong relationship-building skills across all organizational levels, excellent communication and presentation abilities, and the ability to work independently while collaborating effectively. AI proficiency—including hands-on experience with AI tools to streamline workflows and solve business challenges—is required, along with awareness of AI risk management and ethical AI use. Cantonese or Mandarin language skills are desirable. A bachelor's degree is required; a graduate degree is preferred.
