Customer Success Manager - Commodities & Energy at Morningstar
The Group: Morningstar’s Client Solutions group has deep client segment expertise and leads our efforts to bundle individual product capabilities into solutions for different types of investors and clients globally. The Client Solutions group is structured primarily along the following client segments: Advisor, Asset Management, Retirement, Redistributor, and Commodities & Energy. The Commodities & Energy business aggregates market and fundamental data from several hundred sources for blue-chip customers engaged in commodity trading and risk management. Our strengths lie in building creative software solutions for market data collection, organization, and distribution coupled with a suite of applications to query data at the desktop and feed it to downstream enterprise applications.
The Role: The Customer Success Manager is responsible for the successful management of our Commodities & Energy clients regarding software and data product questions. In this role, you will ensure client satisfaction and retention while expanding the existing user base by engaging traders, analysts, and risk managers to address their business challenges. You will be a product expert in our Commodities & Energy software tools and data products. This position is based in our Chicago office.
+ Follow established procedures and practices to ensure high rates of renewal and customer satisfaction rates.
+ Increase the user base of existing customers.
+ Actively visit customers.
+ Provide regular customer updates to the sales team and business managers.
+ Ensure application usage and data usage are managed for all products.
+ Ensure client communications are timely, appropriate, and professional.
+ Support the client in their day to day activities.
+ Make internal teams aware of any customer issues and help prioritize work based on the customer point of view.
+ Bachelor’s degree, preferably in economics, finance, computer science, or a related field.
+ Extensive knowledge of Microsoft Excel and VBA.
+ Customer service mindset.
+ Project management experience that includes understanding timelines, discussing milestones and ETA`s, assigning tasks, and holding resources accountable while facilitating the overall completion of tasks.
+ Strong communication, negotiation, organizational, and presentation skills.
+ Comprehensive understanding of economics, finance, and statistics; knowledge of energy market data is preferred.