Customer Success Manager, Direct

About the Role

As a 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

1. Educate clients about our software, focusing on data, functionality and features; as well as on industry trends.
2. Responsible to drive adoption and retention for new firms/users by providing an initial 4 week onboarding training of our Morningstar Direct platform.
3. Collaborate with CSMs to sustain business retention and growth by maximizing product value.
4. Conduct proactive outreach to drive higher connectivity with clients.
5. Build superior product knowledge and consultative account management skills.
6. Interact with Morningstar’s product managers and internal service consultants to resolve client issues in a timely manner.
7. Analyze customer data using resources such as Tableau and Salesforce to improve customer experience.

Qualifications

1. Possess a minimum of two to three years of customer service, training, or sales experience.
2. A quantitative aptitude, and a confirmed ability to build long-term client relationships.
3. Excellent communication and interpersonal skills, and the ability to present to clients with sophisticated investment knowledge and business experience.
4. Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.
5. A deep customer service focus, strong attention to detail, and ability to excel in a fast-paced environment.
6. Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management.
7. A bachelor’s degree or the equivalent is required.

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.