Customer Success Manager

The Group:
This team is committed to delivering excellent service to the customers of our innovative products including Morningstar Data Services, Licensed Data for Fund, Equity and Indexes, Research Distribution, and Morningstar Dynamic Web Services.
The Role:
As a Customer Success Manager, you will provide world-class service to our institutional data clients by understanding how they use our data and research platforms to drive their business and work alongside our other CSM and Sales teams on client retention and growth opportunities. The role requires an analytical thinker and excellent communicator with a deep commitment to client service. The CSM will need to be comfortable with ambiguity and have great attention to detail as they work to maintain and expand client relationships. This position is located in Chicago and requires occasional client-facing travel.
Qualifications:

• Bachelor's degree is required; an advanced degree is desirable
• Two to ten years of client service, training, or sales experience.
• Sound technical understanding of systems, data collection and delivery.
• Proven organization and multi-tasking skills
• Thorough understanding of investment data, financial analysis, and competitive landscape as well as market trends impacting our clients.
• Ability to travel up to 25%

Responsibilities:

• Serving as a subject matter expert to Morningstar clients who license our Data and Research products.
• 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 regular 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.
• Ensuring key internal stakeholders (CSMs, sales, data and product and tech managers) are aware of sensitive client information that impacts the overall relationship.
• Training home office representatives/solution-administrators/CSMs or Client Education teams to ensure end-users are supported in a coordinated manner.
• Work proactively to 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.
• Ensuring the voice of the customer and client satisfaction expectations are appropriately represented in product roadmap decisions.

Total Cash Compensation Range (Base Salary + Bonus): $70,600-108,250
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That's why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health
  
  • 100% 401k match up to 6% of salary
  • Stock Ownership Potential
  • Company provided life insurance - 1x salary + commission
• Physical Health
  
  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
  • Additional medical Wellness Incentives - up to $300-$600 annual
  • Company-provided long- and short-term disability insurance
• Emotional Health
  
  • Trust-Based Time Off
  • 6-week Paid Sabbatical Program
  • 6-Week Paid Family Caregiving Leave
  • Competitive 8-24 Week Paid Parental Leave
  • Adoption Assistance
  • Leadership Coaching & Formal Mentorship Opportunities
  • Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
  • Tuition Reimbursement
• Social Health
  
  • Charitable Matching Gifts program
  • Dollars for Doers volunteer program
  • Paid volunteering days
  • 15+ Employee Resource & Affinity Groups

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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.
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