Job Description

About the role:

We are looking for a Customer Success Manager who wants to push themselves in a career in Financial Services.

In this position your responsibilities will evolve with the role, commensurate with success. Along with providing top-tier support to clients of Morningstar Direct, you will be involved in enhancing our global service delivery model across globe.

As a Customer Success Manager, you will be responsible for understanding your customers\xe2\x80\x99 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\xe2\x80\x99 Direct to meet their goals \xe2\x80\x93 and as a result deliver customer ROI, so that Morningstar is able to retain and grow the account.

You will serve as the voice of Morningstar and ensure that the highest quality of service is offered to our customers.

Founded on teamwork, you will be part of an organization that will enable you to learn and grow with your peers, all the time supported by Morningstar Product, Sales and Services teams.

Job responsibilities:

Work closely with our flagship product, Direct, to ensure high levels of service delivery and customer ROI.

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\xe2\x80\x99 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.

Maintain and build strong client relationships by creating feedback loops that identify key areas for improvement in our service offerings.

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. Collaborate with other internal resources as necessary until an issue is resolved and communicated back to the relevant stakeholders.

Maintain a thorough insight about our data, research and technology solutions and build channels in conjunction with our sales and product teams for communicating to clients and internal stakeholders to ensure an efficient process to guide clients in their interaction with Morningstar and our solutions.

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 and multitasking skills.

Organise 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 industry knowledge: investment and analytical skills together with the ability to prioritise projects and tasks.

Sound technical understanding of systems, data collection and delivery.

Deep knowledge of the investment and competitive landscape; and market trends impacting our clients.

Bachelor\xe2\x80\x99s degree or equivalent with a strong academic record.

U99_MstarUKLtd Morningstar UK Ltd. Legal Entity

Morningstar\xe2\x80\x99s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We\xe2\x80\x99ve found that we\xe2\x80\x99re at our best when we\xe2\x80\x99re 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\xe2\x80\x99ll have tools and resources to engage meaningfully with your global colleagues.

Morningstar