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:
As a leader of the Customer Success team for Morningstar Direct, you will support and spearhead our efforts to build and maintain a world class customer success team and drive customer success outcomes. The Customer Success Managers (CSMs) you would support are responsible for Customer Success activities (e.g. onboarding, value realization and adoption, advocacy, etc.) and outcomes (e.g. renewals, book of business growth, and customer satisfaction). You will work cross-functionally to define and optimize the customer lifecycle management process, establish and report on success metrics, and continue looking for ways to help the team improve efficiency and the effectiveness of what they do. This position requires some client-facing travel when it is safe to do so. This is a people management role based in Chicago.
Job Responsibilities:

• In partnership with two other managers, oversee world class customer success team, foster team culture of collaboration, client centricity, and continuous learning in a performance-based environment.

• Attract, retain, develop and motivate talent at all levels.

• Accountable for overall client satisfaction and book of business goals for members of his/her team and helping the overall team reach annual goals.

• Manage CSMs against defined team key performance indicators (KPIs) and strive for continuous improvements by adopting industry best practices to increase team efficiency and effectiveness.

• Serve as the escalation point for ongoing issues and ensuring resolutions are secured for our clients

• Identify and manage projects to build or improve processes/systems that help CSMs monitor and anticipate customers' needs and goals.

• Partner with internal teams such as sales, service, product, data, and research to promote a client-centric culture across the company.

Qualifications:

• People leader at heart - you love mentoring, motivating others, and contributing to the professional development of those around you.

• 5+ years Customer Success or Account Management experience; prior leadership experience is a plus.

• Excellent listening, presentation and communication skills at all business levels.

• Ability to skillfully drive change, think strategically, and collaborate cross-functionally

• Strong interest in the financial industry is expected. Prior financial industry experience and/or certifications is a plus.

• Excellent time-management, prioritization, and critical thinking skills.

• Prior experience working with software as a service (SAAS) platforms or ability to quickly gain deep understanding of software tools.

• A bachelor's degree; an advanced degree is a plus.

Morningstar employees are required to be fully vaccinated or submit to regular testing to work in any office. Morningstar's vaccine policy may be modified to comply with evolving legal requirements and other changing circumstances.
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