Director of Customer Success, Corporate Solutions at Morningstar

| Chicago
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As a member of the Senior Management team, of our Corporate Solutions Commercial Department, you will manage a global team of managers and direct reports whose responsibilities are to maximize value of our services, assure that what we have promised is delivered and retain and grow existing customer revenue by developing strategies and processes that promote customer loyalty, retention, upselling and support the sales team for defined activities. You will start with approximately 10 employees and this team is expected to double in 2022 and increase by another 10 people in 2023, as our services grow.
The successful applicant will report to the Executive Director of Corporate Solutions, Commercial Department. As this role is on a global team, travel for periodic meetings and client events and a flexible schedule is required, to take early or late calls (2-3 times per week).
This will be an office-based role in Toronto, where the Corporate Solutions executive team is based, with some flexibility for working from home periodically and up-to 2 days/week once offices fully reopen.
Notwithstanding that Toronto is where we prefer locating this role, as we wish to diversify our senior management team, we will enthusiastically consider qualified candidates who are remote (either WFH or working in an office in that location) and reside in a taxation and labor law jurisdiction where Morningstar has personnel (see locations below). If remote, quarterly travel to Toronto would be required.
Locations: https://www.morningstar.com/company/global-contacts
Job Responsibilities• Manage a team of 10 direct reports and managers, that may double in size by end of 2022. Your team will comprise of sub-team managers and Service Level Managers.• Manage your team to:• Negotiate Standard Operating Procedures, Service Level Agreements or otherwise document how your team works with other teams and the mutual expectations to assure that client deliverables are executed with the maximum customer satisfaction• Continuously improve and document the Customer Success Management Program and the team's procedures• Improve Service lifecycles and customer engagement programs to increase renewals and customer satisfaction• Using data and analysis, identify cross-selling, upselling, upgrades and other return customer sales• Build business development capabilities of your team to expand relationships to key decision makers at client Accounts and to seek new sales opportunities and to reduce churn due to client personnel turn-over• Build processes to solicit ongoing client feedback• Establish and manage an issue resolution process for client queries• Effectively organize your team's resources to maximize sales opportunities while not compromising client deliverables, by implementing a prioritization program for Accounts (Segmentation into Platinum, Gold, Silver service levels).• Educate internal stakeholders and commercial team on Customer Success and the Customer Success Program• Organize and provide client onboarding for new services• Manage Client Data Integrity work with the CDIT• Support the sales team to close sales that require technical or process expertise of your team.• Assist with organization of sales related events and conferences• Performance manage your team by building KPIs/OKRs and provide monthly reports to overview of the performance of your team and to align with the wider Team and Business Unit business objectives.• Using product unit forecasts, review labour utilization of your team, reviewing new product changes, manage the capacity of your team and submit timely resource requests to support sales forecasts and growth.
Qualifications• 4+ years of experience in managing Customer Success and 10+ years of client-facing business experience• Commercial and business mindset, with strong skills in processes and execution• Excellent communication and interpersonal skills• Experience using a CRM like Hubspot, Salesforce or Microsoft Dynamics• Desire to work in a fast-paced environment• Fluent English required
About Us
Sustainalytics is a Morningstar company dedicated to responsible investment with over 25 years' experience in ESG research and ratings. With an extensive client base across asset managers, asset owners and investment banks, our mission is to provide the insights required for investors and companies to make more informed decisions that lead to a more just and sustainable global economy.
As Morningstar's ESG center of excellence we are responsible for driving both the commercial success and innovation of its ESG products as well as its overall ESG strategy.
In these times, we rely on virtual team meetings and management practices, as well as a remote buddy program, to support a smooth integration in our virtual offices. New team members are onboarded and start their first day with the company from the safety of their homes.
For more information, visit www.sustainalytics.com
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Technology we use

  • Engineering
    • .NETLanguages
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    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
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    • MariaDBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

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 sync
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
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
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
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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