Customer Success Manager

4 weeks ago

Sydney, Australia Morningstar, Inc. Full time

Customer Success Manager

Morningstar is committed to empowering investor success. One way we accomplish this is by offering independent research and great software products to financial advisers and individual investors. We believe that when the investor wins, we all win.

At Morningstar, your contributions have meaning and can drive change. We offer a place where talented, driven people can grow. Our differences are our strength; the fact that we don't all think the same way and encourage unique perspectives helps create great products and services for our clients.

Our 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 client service teams collaborate with our client solution group provide clients with relevant products and bundled solutions.

**Primary Responsibilities & What You Will Do**:

- Educate clients about our institutional software, focusing on data, functionality and features; primarily in the adviser segment.
- 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.

**What we expect you to have on day 1**:

- A bachelor's degree or the equivalent is required; business, mathematics, engineering, or related majors are preferred.
- Familiarity with Morningstar Direct; expert product knowledge is preferred.
- A deep customer service focus and strong attention to detail.
- Possess a minimum of three years of customer service, training, or sales experience.
- A quantitative aptitude, strong knowledge of the institutional investment market, and a proven ability to build long-term client relationships.
- Excellent communication skills and the ability to present to clients with sophisticated investment knowledge and business experience.
- Prior experience supporting financial practices or financial software solutions is desirable.
- Excellent spoken and written English is required.

**Human skills**:

- A sense of optimism, humility, and humour.
- The ability to work with integrity, professionalism, and a collaborative attitude.
- Empathy and the maturity to own and learn from challenges.
- A proactive approach and can-do attitude to solving problems.
- A drive to succeed, and exceptional collaboration skills.
- Ease in dealing with ambiguity; ability to create focus and keeping all stakeholders, clients and internal teams on track.
- A proven ability to build long-term client relationships.

**Other skills or experiences that would be useful to succeed in this role**:

- Detail-oriented self-starter with a can-do attitude who is persistent in their pursuit of delighting customers.
- Proven ability to work both autonomously and in a team environment with a high degree of pro-activity.
- An ability to be creative and think strategically when it comes to understanding client requirements, problem solving and project management.
- Sound understanding of technical and financial concepts together with a working knowledge of investment methodologies.
- Strong client focused ethic; and proven organisational and multitasking skills.
- Experience with Morningstar's data, internal systems and development processes is an advantage.
- Experience with Salesforce or other CRM systems, JIRA, Office 365, Agile methodologies is desired.

If you meet all or some of the qualifications, we'd still love to hear from you.

**Build a career that matters at Morningstar**

At Morningstar, your contributions have meaning and can drive change. We offer a place where talented, driven people can grow. Our differences are our strength; the fact that we don't all think the same way and encourage unique perspectives helps create great products and services for our clients.

Morningstar deeply values diversity and considers having a diverse employee base as core to the intellectual vibrancy of our spaces, the employee experience, and ultimately our business success. We are proud that we have been acknowledged with Best Places to Work certifications in many of our global locations.

We f

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