Customer Success Manager - London, United Kingdom - Morningstar Credit Ratings, LLC

Description

As a Customer Success Manager, you will be responsible for understanding your customers' business drivers and their desired outcomes, so that Morningstar can deliver value and meet contractual commitments. You will closely align with your clients and help them leverage Morningstar Direct to meet their goals – and as a result deliver customer ROI, so that Morningstar is able to retain and grow the account.

Job responsibilities:

• Serve as a single point of contact for post-sales services and ongoing client engagement.
• Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and liaising with data contributors, all the while contributing to changing and enhancing processes.
• Proactively build effective client relationships, including the ability to anticipate and listen to our clients' needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships, act as the key product expert and come to a better understanding of how they use and manage our products & data; and identify opportunities this may present for Morningstar.
• Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels; coordinating with technology and product management teams to refine existing client solutions; and working closely with sales teams to identify & evaluate potential upsell opportunities.
• Implement an effective onboarding experience for the customer, offering training and senior assistance in order to increase the product adoption.
• Own, coordinate and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary escalation point for assigned clients.
• Work closely with our global data & product teams to ensure efficient delivery of new or existing data sets & product capabilities to clients.

Qualifications:

• Strong communication and presentation skills both written and oral.
• Strong client service ethic; and proven organisational skills.
• Organised with an analytical approach and the ability to work in a dynamic environment.
• An ability to be creative and think strategically when it comes to problem solving.
• Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track.
• Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas.
• Strong financial services knowledge.
• Sound technical understanding of systems, data collection and delivery.
• Deep knowledge of the investment and competitive landscape; and market trends impacting our clients.
• Bachelor's degree or equivalent with a strong academic record.

Morningstar is an equal opportunity employer.

As a Customer Success Manager, you will be responsible for understanding your customers' business drivers and their desired outcomes, so that Morningstar can deliver value and meet contractual commitments. You will closely align with your clients and help them leverage Morningstar Direct to meet their goals – and as a result deliver customer ROI, so that Morningstar is able to retain and grow the account.

Job responsibilities:

• Serve as a single point of contact for post-sales services and ongoing client engagement.
• Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and liaising with data contributors, all the while contributing to changing and enhancing processes.
• Proactively build effective client relationships, including the ability to anticipate and listen to our clients' needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships, act as the key product expert and come to a better understanding of how they use and manage our products & data; and identify opportunities this may present for Morningstar.
• Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels; coordinating with technology and product management teams to refine existing client solutions; and working closely with sales teams to identify & evaluate potential upsell opportunities.
• Implement an effective onboarding experience for the customer, offering training and senior assistance in order to increase the product adoption.
• Own, coordinate and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary escalation point for assigned clients.
• Work closely with our global data & product teams to ensure efficient delivery of new or existing data sets & product capabilities to clients.

Qualifications:

• Strong communication and presentation skills both written and oral.
• Strong client service ethic; and proven organisational skills.
• Organised with an analytical approach and the ability to work in a dynamic environment.
• An ability to be creative and think strategically when it comes to problem solving.
• Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track.
• Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas.
• Strong financial services knowledge.
• Sound technical understanding of systems, data collection and delivery.
• Deep knowledge of the investment and competitive landscape; and market trends impacting our clients.
• Bachelor's degree or equivalent with a strong academic record.

Morningstar is an equal opportunity employer.

Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days 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.

When you find a position you're interested in, click the 'Apply' button. Please fill out this form completely, attaching your resume and cover letter in the approved format. Read the job requirements carefully and make sure to attach writing or design samples as required. Applicants must submit their resume and other information through our corporate website to be considered for a job at Morningstar. No phone calls, please.

Step 2

You will receive an email notification to confirm that we've received your application.

Step 3

If you are called in for an interview, a representative from Morningstar will contact you to set up a date, time, and location. Be prepared for a rigorous interview process. To make sure you're a good fit for Morningstar and we're a good fit for you, we'll schedule time for you to meet with multiple staff members at all levels of the company. Expect to return for multiple interviews as part of the process. A representative from Morningstar will contact you with the results of your interview—either with a job offer or to let you know our plans for the position.

Applicants With Disabilities Who Need Accommodation

Morningstar is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call or email and let us know the nature of your request and your contact information.

Please note:

• We only accept calls from applicants who need accommodation related to a disability. Please, no calls with unrelated questions or requests.
• Please be sure to include the title and location of the open position you're interested in when you leave a message.

US Applicants: Morningstar is an E-Verify program participant.

Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.