Customer Success Manager, Direct

2 weeks ago

Toronto, Ontario, Canada Morningstar Full time
Morningstar is seeking Customer Success Managers for Morningstar Direct. As a Direct Customer Success Manager, you will provide superior service to institutional investment software clients and users.

This role will interact extensively with clients at asset management, investment consulting, insurance, wealth management, and plan sponsor companies that use Morningstar Direct and other institutional products.

Our client solutions consultants combine a thorough understanding of Morningstar's products with strong investment knowledge and business acumen to help clients make the most of our products.

This position requires occasional client-facing travel within an assigned territory and is based in Toronto.

Job responsibilities:

  • Educate clients about our software, focusing on data, functionality, and features, as well as on industry trends
  • Identify opportunities within existing accounts, participate in account reviews, and provide initial product demonstrations
  • Develop account strategies with Sales and identify new user groups and business opportunities, which will help Morningstar meet and exceed revenue goals
  • Responsible for converting product trials into subscriptions, promoting product usage, and maximizing client retention by helping companies integrate our products with their workflows
  • Demonstrate superior product knowledge and consultative account management skills
  • Provide valuable feedback and insight to the product team and developers
  • Interact with Morningstar's data operations group, product managers, and internal service consultants to resolve client issues in a timely manner
  • Contribute to market research, marketing and promotional events, and other projects as needed.

Qualifications:

  • A bachelor's degree or the equivalent is required
  • A deep customer service focus, strong attention to detail, and ability to excel in a challenging environment
  • Proactive, strategic, and creative thinker with a collaborative approach to problemsolving and project management
  • Possess a minimum of three years of customer service, training, or sales experience
  • A quantitative aptitude, and a proven ability to build longterm client relationships
  • Excellent communication skills, and the ability to present to clients with sophisticated investment knowledge and business experience
  • Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.

Nice to have:

  • Fluency in French a plus.
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week.

While some positions are available as fully remote, we've found that we're at our best when we're purposely together on a regular basis, typically 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.

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