Associate Customer Success Manager at Morningstar

| Chicago
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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 own the case reporting work of these strategic accounts.
- Educate clients about our software functionality and features, data, research methodology, and industry trends.
- Develop 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.
- Develop 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 proven 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 three to five years of customer service, training, or sales experience.
- Excellent communication 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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Location

22 W. Washington , Chicago, IL 60602

An Insider's view of Morningstar

What does your typical day look like?

Every day is a little different. Our team is focused on POC (Proof of Concepts). My work involves problem-solving, development and software design. I work on the Data collections team, currently most of this involves, on a high level, automating the process currently used to collect data from raw sources through Machine Learning.

Upasna

Software Engineer, Data Collections - AI R&D

How does the company support your career growth?

We believe in promoting from within, based on previous impact to the team. Whenever possible, we will stretch our employees to take on expanded roles that aligns with the career progression they are interested in.

Jeff

Head of Technology and Product

What are Morningstar Perks + Benefits

Morningstar Benefits Overview

At Morningstar, your contributions have meaning and can drive change. Across our 27 offices worldwide, we’ve invested in fostering a community where talented, driven people can grow. Our entrepreneurial spirit and uncompromising ethics guide everything we do. It’s all in the name of empowering investors. 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
Morningstar encourages our colleagues to become involved in their communities, by providing paid time off for volunteer activities.
Partners with Nonprofits
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
Morningstar encourages unconscious bias training for all employees, especially managers and hiring personal. We believe that by raising awareness of bias we can decrease its effects.
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)
Morningstar offers two Flexible Spending Accounts (FSA)— one for healthcare expenses and one for dependent care expenses. You may enroll in both $ determine the contribution amount.
Disability Insurance
Disability insurance covers 60% of annual salary up to $15000 monthly maximum payout.
Dental Benefits
Our dental plan covers 100% of preventive services, 80% of basic services, and 50% of major services.
Vision Benefits
With Morningstar's vision benefits you can get an annual eye exam with an in-network provider with just a $10 copay.
Health Insurance Benefits
Morningstar continues to offer the choice of two medical plans—the Savings Plan and the Classic Plan. Both are administered by Blue Cross and Blue Shield of Illinois (BCBS).
Life Insurance
Morningstar offers 4 tiers of life insurance that offer varying benefits. Basic Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Mental Health Benefits
Our insurance covers 80% on in-network mental health services. Our Employee Assistance Program provides no-cost, confidential, 24-hour counseling on a wide variety of issues.
Retirement & Stock Options Benefits
401(K)
Take advantage of a number of Morningstar tools to help you manage your 401(k) account and your finances, including Morningstar Retirement Manager, available to you at no cost.
401(K) Matching
Morningstar provides employees with a 401(k) matching plan managed. We match $0.75 for every dollar contributed, up to a maximum of 7% of employee pay contributed to the plan each pay period.
Company Equity
Morningstar’s global employee equity benefit, Shared Ownership, enables you to take a portion of your bonus payout and exchange it for RSUs, with Morningstar providing an additional 50% match.
Employee Stock Purchase Plan
Colleagues who exceed their performance goals substantially may be eligible for Impact RSU Awards as an additional reward on top of their cash bonus/commission award.
Performance Bonus
Match charitable contributions
Morningstar's Matching GIfts program will match your charitable giving up to the local currency equivalent of $500 USD per calendar year.
Child Care & Parental Leave Benefits
Child Care Benefits
Morningstar offers the option of in-home child and elder care, in addition to the existing day care center back-up care benefit.
Generous Parental Leave
Morningstar has a global minimum of 6 weeks paid time-off to bond with new family members. This benefit applies to all individuals equally, including birth mothers, fathers, adoptive parents.
Flexible Work Schedule
Morningstar provides employees with a flexible work schedule that includes Summer hours, Work from home, Flexible start and end times.
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
Eligible employees may take up to 12 weeks of job-protected, unpaid leave per year for certain specified reasons, and up to a total of 26 workweeks of leave to care for a family member.
Adoption Assistance
We reimburse up to 80% for eligible adoption expenses, up to $4,000 per adoption, in addition to a minimum of 6 weeks paid time off.
Return-to-work program post parental leave
Company sponsored family events
Morningstar sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive 2 days per year of paid volunteer time.
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
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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