VP, Customer Success
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: The Customer Success Managers are responsible for Customer Success activities (e.g. on-boarding, support, services, adoption, advocacy etc.) and outcomes (e.g. renewals, book of business growth, and customer satisfaction). As the senior leader of the Enterprise Customer Success team, you will lead our efforts to build world class customer success team, and drive customer success outcomes. You will work cross-functionally to define and optimize customer lifecycle management process, establish and report on success metrics, and continue looking for ways to help the team improve efficiency and effectiveness of what they do.
Responsibilities
+ Oversee world class customer success team, foster team culture of collaboration, client centricity, result oriented, and continuous learning.
+ Attract, retain, develop and motivate talent at all levels. Assist training manager with training needs for the team.
+ Accountable for overall client satisfaction and book of business goals for covered accounts.
+ Manage customer success activities against defined KPIs. Strive for continuous improvements by adopting industry best practices.
+ Serve as the escalation point for ongoing issues, manage projects to build or improve process/system that help CSMs monitor and anticipate customers’ needs and goals.
+ Partner with internal teams such as sales, product, data operation etc. to promote client centricity culture across the company
Requirements
+ 10+ years relevant industry or functional experience
+ Prior experience of managing a large team and familiarity with Salesforce
+ Ability to skillfully drive change, think strategically, and collaborate cross functionally
+ Deep customer service focus and strong attention to detail
+ Intense desire to achieve client satisfaction and retention goals
+ Excellent time-management, prioritization, communication, and analytical skills
+ Financial industry certifications are considered a plus
Morningstar is an equal opportunity employer.