Customer Success Manager

As a Customer Success Manager, you will be responsible for understanding your customers’ business drivers and their desired outcomes, so that Morningstar can deliver value and meet contractual commitments. You will closely align with your clients and help them leverage Morningstar Direct to meet their goals – and as a result deliver customer ROI, so that Morningstar is able to retain and grow the account.

Job responsibilities:

• Serve as a single point of contact for post-sales services and ongoing client engagement.
• Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and liaising with data contributors, all the while contributing to changing and enhancing processes.
• Proactively build effective client relationships, including the ability to anticipate and listen to our clients’ needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships, act as the key product expert and come to a better understanding of how they use and manage our products & data; and identify opportunities this may present for Morningstar.
• Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels; coordinating with technology and product management teams to refine existing client solutions; and working closely with sales teams to identify & evaluate potential upsell opportunities.
• Implement an effective onboarding experience for the customer, offering training and senior assistance in order to increase the product adoption.
• Own, coordinate and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary escalation point for assigned clients.
• Work closely with our global data & product teams to ensure efficient delivery of new or existing data sets & product capabilities to clients.

Qualifications:

• Strong communication and presentation skills both written and oral.
• Strong client service ethic; and proven organisational skills.
• Organised with an analytical approach and the ability to work in a dynamic environment.
• An ability to be creative and think strategically when it comes to problem solving.
• Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track.
• Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas.
• Strong financial services knowledge.
• Sound technical understanding of systems, data collection and delivery.
• Deep knowledge of the investment and competitive landscape; and market trends impacting our clients.
• Bachelor’s degree or equivalent with a strong academic record.

Morningstar is an equal opportunity employer.

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.