Associate Customer Success Manager
The Group: The Information 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 service teams collaborate with our Client Solutions group to help them provide clients with relevant products and bundled solutions.
The Role: In this role within the Enterprise Relationship Management group, you will provide world-class support and service to our institutional clients by understanding how our clients use our solutions to drive their business and by assisting the sales team in identifying new business opportunities. This team is committed to delivering innovative products including Morningstar Licensed Data, Global Document Library, Morningstar Essentials, API Center, Morningstar Advisor Workstation, Integrated Web Tools, Financial Communications, Andex and Syndication. This position is based in our Chicago office.
-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.
-Acting as a product expert as needed during pre-sales activities and identifying opportunities for incremental services and value for both Morningstar and the client throughout the ongoing client relationship.
-Manages a larger book of business consisting of smaller, less intensive clients, with a focus on proactive outreach and client engagement, book of business typically aligns with Direct to Advisor sales accounts
-Works collaboratively to support Relationship Managers and Senior Relationship Managers with strategic account initiatives, projects and implementations
-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.
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