Customer Success Manager

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:
Morningstar is seeking a Senior Customer Success Managers for Morningstar Direct. As a Direct Customer Success Manager, you will provide superior service to institutional investment software clients and users. This role will interact extensively with clients at asset management, investment consulting, insurance, wealth management, and plan sponsor companies that use Morningstar Direct and other institutional products. Our client solutions consultants combine a thorough understanding of Morningstar’s products with strong investment knowledge and business acumen to help clients make the most of our products. This position requires occasional client-facing travel within an assigned territory and is based in the Chicago, New York, San Francisco, or Boston areas.

Responsibilities
• Educate clients about our software, focusing on data, functionality and features; as well as on industry trends.
• Identify opportunities within existing accounts, participate in account reviews and provide initial product demonstrations.
• Collaborate on account strategies with Sales and identify new user groups and business opportunities, which will help Morningstar meet and exceed revenue goals.
• Responsible for converting product trials into subscriptions, promoting product usage, and maximizing client retention by helping companies integrate our products with their workflows.
• Demonstrate superior product knowledge and consultative account management skills.
• Provide valuable feedback and insight to the product team and developers.
• Interact with Morningstar’s data operations group, product managers, and internal service consultants to resolve client issues in a timely manner.
• Contribute to market research, marketing and promotional events, and other projects as needed.

Requirements
• A deep customer service focus, strong attention to detail, and ability to excel in a fast-paced environment.
• Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management.
• Possess a minimum of three years of customer service, training, or sales experience.
• A quantitative aptitude, and a confirmed ability to build long-term client relationships.
• Excellent communication and interpersonal skills, and the ability to present to clients with sophisticated investment knowledge and business experience.
• Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.
• A bachelor’s degree or the equivalent is required.

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health

  • 100% 401k match up to 6% of salary

  • Stock Ownership Potential

  • Company provided life insurance - 1x salary + commission

• Physical Health 

  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages

  • Additional medical Wellness Incentives - up to $300-$600 annual

  • Company-provided long- and short-term disability insurance

• Emotional Health 

  • Trust-Based Time Off

  • 6-week Paid Sabbatical Program

  • 6-Week Paid Family Caregiving Leave

  • Competitive 8-24 Week Paid Parental Leave

  • Adoption Assistance

  • Leadership Coaching & Formal Mentorship Opportunities

  • Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses

  • Tuition Reimbursement

• Social Health 

  • Charitable Matching Gifts program

  • Dollars for Doers volunteer program

  • Paid volunteering days

  • 15+ Employee Resource & Affinity Groups

Total Cash Compensation Range

Inclusive of annual base salary and target incentive

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.