Relationship Manager
Roles: In this role within the Enterprise Relationship Management group, you will provide world-class support and service to our ByAllAccounts aggregation enterprise-level clients by understanding how our clients use our ByAllAccounts solutions and support their needs in an effort to help grow their business. This position is based in our Woburn or Chicago office.
Responsibilities:
- Serve as a single point of contact for post-sales services and ongoing relationship support for assigned clients/client contacts, including working closely with project managers on implementations and maintenance, and generally ensuring that service level standards (per client service level agreements) are met.
- Ensuring the entire account team (sales, project managers, and product managers) is aware of sensitive client information that impacts the overall relationship.
- Answering a variety of product, investment, and technical questions on the spot where possible, or acting as an issue owner and collaborating with other internal resources as necessary until an issue is resolved and communicated to the client.
- Training home office representatives/solution-administrators to self-support end users, and/or working with the Client Support, Client Support Consulting, and Client Training and Education teams where applicable to ensure end-users are supported in a coordinated manner.
- Coordinating with sales and marketing to tailor templated end-user and adoption support materials, and helping the client to design and execute programs as needed to drive end-user adoption and/or asset growth.
- Working closely with the operations team to ensure regular, ongoing operations processes are executed on schedule and to client expectations. In the event of an operations disruption, act as the escalation point between the client and operations.
- Collaborating with product and technical managers to ensure the voice of the customer and client satisfaction implications are being appropriately represented in product roadmap decisions.
- Manages a larger book of business consisting of smaller, less intensive clients, with a focus on proactive outreach and client engagement.
- Works collaboratively to support Relationship Managers and Senior Relationship Managers with strategic account initiatives, projects and implementations
Requirements:
- Typically has 1-3 years of relevant work experience, preferably within client service or data operations
- Strong customer service ethic; and proven organizational and multitasking skills.
- Strong technical, presentation, and consultative skills; ability to identify areas for improvement and executes process improvements.
- Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management; ability to develop strong internal and external partnerships and relationships
- Excel in a fast-paced environment while still producing very high-quality, detail-oriented work.
- Thorough understanding of investment data and financial analysis. Prior experience supporting financial data solutions is a plus, as is a willingness to expand your technical knowledge.
- A bachelor`s degree is required; an advanced degree is a plus.
Morningstar is an equal opportunity employer.
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