Customer Success Manager

The Group: The Information Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group’s product management, product development, and service teams collaborate with our Client Solutions group to help them provide clients with relevant products and bundled solutions.

The Role: In this role within the Enterprise Client Service group, you will provide world-class support and service to our institutional data and software clients by understanding how our clients use our solutions to drive their business and by assisting the sales team in identifying new business opportunities. This team is committed to delivering innovative products including Morningstar Licensed Data, Morningstar Essentials, API Center, Morningstar Advisor Workstation, and Direct Web Services. The position is located in Toronto.

Responsibilities

• Serving as a single point of contact for post-sales services and ongoing relationship support for assigned clients/client contacts. Creating a structured set of metrics/analytics to continuously and consistently communicate mutual key performance indicators with the client to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service.
• Conducting business reviews with clients to provide updates on value-add activities from Morningstar and to ensure alignment between Morningstar’s Success Plan and the client’s priorities. (Sales, other CSMs supporting the account, Project Managers, and Product Managers) is aware of sensitive client information that impacts the overall relationship.
• Acting as a product consultant, answering a variety of product-related questions, or collaborating with other internal resources as necessary to resolve questions and communicate to the client.
• Training home office representatives/solution-administrators to self-support end users, and/or working with Customer Success teams and the Client Learning and Development team, where applicable, to ensure end-users are supported in a coordinated manner.
• Support sales as needed with potential opportunities, identify upsell and cross-sell opportunities through regular client interactions and relationship building activities.
• Acting as the point of escalation for the account (globally where applicable) and coordinating both internally as well as with the client to resolve escalated issues.
• Collaborating with product and technical managers to ensure the voice of the customer and client satisfaction expectations are being appropriately represented in product roadmap decisions.

Requirements

• Three to seven years of client service experience within the financial marketplace is required.
• Strong technical, presentation, and consultative skills.
• Proactive, strategic, and analytical thinker with a collaborative approach to problem-solving and project management.
• Excel in a fast-paced environment while still producing very high-quality, detail-oriented work.
• Proven organizational and multi-tasking skills, as well as a thorough understanding of investment data and financial analysis.
• A bachelor`s degree is required.
• Proficient in French is a plus.

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.