Director Customer Success, Office
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, and service teams collaborate with our Customer Success group to help provide clients with relevant products and bundled solutions.
The Role:
The Director of Customer Success, Office drives strategy and execution for both the Customer Success functions supporting our Office business within the United States with a passion for optimizing complex business processes and embracing digital transformation to create a best in class customer experience. Morningstar serves a diverse set of clients including individual investors and B2B clients in Asset Management, Wealth Management, Banking/Capital Markets and Fintech with a commitment to empowering investor success. These clients work with Morningstar for leading capabilities in investment research, investment data, software solutions, analytics, index solutions, investment management and other capabilities The ideal candidate is an effective communicator, is focused on the retention and growth of our Direct and Office business, partners across multiple internal teams, with a focus on coaching and developing talent, all aimed at delivering an exceptional customer experience. This position is located in our Chicago or New York office.
Responsibilities:
- Create and execute on monthly, quarterly and annual plans to enable Office CSMs to meet and exceed adoption, onboarding, health, retention, and growth goals.
- Coach and engage with team to ensure that they meet and exceed all monthly, quarterly and annual KPIs, OKRs, and revenue goals.
- Keep the customer experience at the center of long term and short-term strategy and execution.
- Listen to and work with the teams and clients to continuously ideate, simplify, build, and scale new and improved approaches to client service.
- Ensure alignment of incentives to desired outcomes based on rigorous use of goals, KPIs, and metrics.
- Develop a high-performance culture anchored on customer centricity, urgency, grit, continuous improvement, and innovation.
- Attract, develop, and retain a world-class team of dynamic, client-centric leaders and individual contributors with a strong focus on developing new talent that enter Morningstar through our Morningstar Development Program for university hires.
- Expand upon and improve existing training and enablement programs to ensure a capable, effective, and confident Office Customer Success team.
- Execute a consistent data-driven and metric-driven approach to measure customer health and to guide CSMs to high value customer activity and engagement.
- Continue to build on existing advocacy programs and events to improve adoption, retention and expansion.
- Partner with products organization leaders to pro-actively incorporate customer suggestions in products roadmap.
- Build a regular operating cadence to monitor, measure and act on key KPIs and metrics to both manage the team to high performance and report out to key stakeholders.
- Partner with Sales, Implementation and Customer Support to ensure alignment of activities.
Qualifications
- 10+ years of related executive experience in global customer success and customer support in a B2B technology and or financial services firm.
- Superior people development and coaching skills.
- Natural collaborator adept at building relationships across internal teams and with external clients and partners.
- Highly effective at operating in a matrix organization.
- Experience in implementing and managing innovative technologies in the client service domain.
- Proficiency with Salesforce.com, ServiceCloud, Tableau, and other leading client technologies.
- Bachelor's degree; MBA, CFA, or other advanced degree/accreditation is strongly preferred.
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