Associate Customer Success Manager

| Chicago

The Group:

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, sales and service teams collaborate with our Customer Success group to help provide clients with relevant products and bundled solutions.

 

The Role:

Morningstar is seeking an Associate Customer Success Manager for the Morningstar Direct, Office, or Enterprise Customer Success teams. As an Associate Customer Success Manager on either the Direct, Office, or Enterprise Customer Success team, you will own a book of business and assist our senior accounts by providing world-class service to institutional clients through supporting client interactions and training opportunities. This role will interact extensively with clients at asset management, investment consulting, insurance, wealth management, and plan sponsor companies that use Morningstar’s institutional products. The Associate Customer Success Managers combine a thorough understanding of Morningstar’s products with strong investment knowledge and business acumen to help clients maximize the value they receive from Morningstar’s products and build their brand loyalty. This position requires quarterly or as needed client-facing travel within assigned accounts and is based in the Chicago, New York, or Boston area, depending on the specific Customer Success team requirements.

 

Responsibilities

  • Serve as a single point of contact for post-sales services and ongoing relationship support for assigned clients/client contacts.
  • Conduct end-to-end customer lifecycle activities, including but not limited to initial product demonstrations, implementations, training, building retention plans for at-risk clients, proactive outreach to deepen client engagement, renewal preparations, and ensuring service level standards (per client service level agreements) are met.
  • Partner with Senior Customer Success Managers to drive high-touch customer success initiatives with strategic tier 1 accounts and be responsible for case reporting work of these strategic accounts.
  • Educate clients about our software functionality and features, data, research methodology, and industry trends.
  • Collaborate on retention strategies with Senior Customer Success Managers for top tier accounts by supporting usage initiatives.
  • Answer a variety of product, investment, and technical questions on the spot where possible, or act as issue owner and collaborate with other internal resources as necessary until an issue is resolved and communicated to the client.
  • Build superior product knowledge and consultative account management skills.
  • Collaborate with Morningstar’s data operations group, product managers, sales team, and internal service consultants to ensure the voice of the customer and client satisfaction implications are being appropriately represented in product roadmap discussions and resolve issues promptly.

 

Requirements

  • A deep and relentless customer service focus with a confirmed ability to build long-term client relationships.
  • Strong attention to detail, a quantitative aptitude, advanced organizational skills, and ability to excel in a fast-paced environment.
  • Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management.
  • Possess a minimum of one to five years of customer service, training, or sales experience.
  • Excellent communication and interpersonal skills, and the ability to present technical information to clients with sophisticated investment knowledge and business experience.
  • A thorough understanding of investment data and financial analysis. Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.
  • A bachelor`s degree is required; an advanced degree is a plus.

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • Maria DBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602

What are Morningstar Perks + Benefits

Morningstar Benefits Overview

Morningstar is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States who work a minimum of 30 hours per week. Our benefits are designed to invest in your -- and your family's well-being, including investments in your health and financial future.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Employee Assistance Program
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
The safety of our employees is very important to us. We have been operating remotely due to COVID-19.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

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