The 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 Service group to help them provide clients with relevant products and bundled solutions.
As a Customer Success Manager, you will provide world-class support and service to Morningstar ByAllAccounts clients. You will be responsible for managing relationships and understanding how our clients use our ByAllAccounts solutions and support their needs to help retain and grow their business. Using web-based technology, you will train and assist clients on Morningstar ByAllAccounts within their financial practice. Customer Success Managers work closely with their sales counterparts, product management, and engineering teams to drive client retention and uncover additional revenue opportunities. This position is based in our Woburn office. The job requires in-office and remote work, client-facing travel, and visits to our U.S. Morningstar offices.
Accountable for overall client satisfaction and renewal/retention within your dedicated book of business.
Regularly conduct web-based sessions for check-ins and ongoing customized training.
Demonstrate superior product knowledge and consultative account management skills.
Analyze usage and feedback, and proactively follow up with at-risk clients.
Assist clients with the understanding and adoption of new enhancements and ByAllAccounts products.
Provide valuable feedback and insight to the Morningstar ByAllAccounts development, product, and engineering teams.
Possess a minimum of three years of client service, implementation/training, or sales experience.
A deep client service focus and strong attention to detail.
An intense desire to achieve client satisfaction and retention goals.
Demonstrate excellent time-management, prioritization, willingness to take initiative, communication, and analytical skills.
Prior experience supporting financial practices or financial software solutions is desirable.
Financial industry certifications are considered a plus.