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Associate Customer Success Manager
4 months ago
Join a diverse community of great people who support their peers and their communities.
- We give our employees opportunities to grow from early career to experienced hires—and you can build a career that matters at Morningstar.
- We support personal and professional development through a variety of programs, including an annual Education Stipend that you choose how to spend to support your growth.
**_ Welcome to Morningstar. We’re a people-centric company led by a mission to empower investor success._**
**The Opportunity**: Morningstar’s products transform our high-quality data, independent research, and technological expertise into well-designed tools that delight our clients. The product management, product development and service teams collaborate with our Customer Success group to help provide Advisers with products that help them provide good advice to their clients and run profitable and efficient advice business.
**The Role**:
As an Associate Customer Success Manager (CSM) you will be responsible for providing first class service and training for financial adviser clients who utilise our investment research via Morningstar Adviser Research Centre (ARC). Operating as part of our Customer Success Hub team, you will combine a thorough understanding of Morningstar products and have the business and service acumen to help clients make the most of our products.
You will serve as the primary interface for existing ARC clients, leveraging your expertise to address account related queries or assess client needs to deliver comprehensive training, serving as the face and voice of Morningstar with a commitment to providing the highest quality of service. Additionally, you will partner with the sales team assisting with ARC new prospects, as they move through the sales process and supporting the sales operation function of our Managed Portfolios team. You will be primarily evaluated on the retention of your client book, so proactive activity to promote product usage and engagement to help advice businesses integrate our research into their workflow will be key to your success.
**Additionally, day to day could see you being responsible for the following**:
- Responsible for the renewal process for ARC clients, partnering with our sales operations team to ensure the renewal process is working as efficiently as possible.
- Responsible for coordination of the relationship bundling process that we have in place between our software and investment management business.
- Demonstrate consultative account management skills, handing incoming account-based ARC queries, responding directly to clients, or bringing in the correct specialist at Morningstar where appropriate.
**We’re interested in hearing from people who have**:
- 2 to 3 years’ relevant experience working in the financial serviced industry, including experience in a client service, client facing or product orientated role.
- A passion for engaging with clients and providing first class customer service.
- An operational mind-set that looks to continually improve administrative processes.
- An ability to build long-term client relationships.
- A willingness and hunger to learn new products and services, noting comprehensive training on ARC will be provided.
**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.
This role is based in our Sydney Office and will require 3 days per week in our Barangaroo office.
704_MstarAusAsiaPtyL Morningstar Australasia Pty Limited Legal Entity
If you receive and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.
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 w
