Customer Success Manger - Direct

About the role:
We are looking for a Customer Success Manager who wants to push themselves in a career in Financial Services. In this role, your responsibilities will evolve 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 the globe.
As a Customer Success Manager, you will be responsible for understanding your customers' business drivers and their desired outcomes, ensuring 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-resulting in customer ROI, which will enable Morningstar to retain and grow the account.
You will serve as the voice of Morningstar, ensuring 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 while being supported by Morningstar's 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' 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.
• 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 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's degree or equivalent with a strong academic record.

Other:

• You will work in a Global team, together with both peers, product managers and other Morningstar employees all over the world.
• You will get to know the financial industry, our clients and their needs in a unique way.
• You will work and deep-dive in all parts of Morningstar data.
• You will dig deep into Morningstar's analysis and research.
• You will have the chance to develop your technical skills and understanding.
• We have an inclusive, entrepreneurial culture where difference is embraced
• We love our teams, we work with amazing people.
• Casual dress code is the norm, no formal suits for us unless we have client meetings.

U99_MstarUKLtd Morningstar UK Ltd. Legal Entity
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.