Customer Success Manager, Direct

Posted 10 Hours Ago
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Toronto, ON
Hybrid
Junior
Enterprise Web • Fintech • Financial Services
The Role
The Customer Success Manager will enhance service for institutional investment software clients by educating them on product features, conducting onboarding training, driving client retention, analyzing customer data, and collaborating with internal teams to resolve issues.
Summary Generated by Built In

About the Role
As a 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 Toronto.
Job Responsibilities• Educate clients about our software, focusing on data, functionality and features; as well as on industry trends.• Responsible to drive adoption and retention for new firms/users by providing an initial 4 week onboarding training of our Morningstar Direct platform• Collaborate with CSMs to sustain business retention and growth by maximizing product value.• Conduct proactive outreach to drive higher connectivity with clients.• Build superior product knowledge and consultative account management skills.• Interact with Morningstar's product managers and internal service consultants to resolve client issues in a timely manner.• Analyze customer data using resources such as Tableau and Salesforce to improve customer experience
Qualifications• Possess a minimum of two to 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 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.• A bachelor's degree or the equivalent is required.
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.
100_MstarResCanad Morningstar Research, Inc. (Canada) Legal Entity

Top Skills

Salesforce
Tableau

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The Company
HQ: Chicago, IL
12,700 Employees
Hybrid Workplace
Year Founded: 1984

What We Do

At Morningstar, we believe in building great products in-house in a highly collaborative, agile environment where we focus on technical excellence, the user experience, and continuous improvement. Our technologists represent a range of skills and experience levels, but they all view their work as a craft and push technology’s boundaries.

Why Work With Us

Imagining big things is in our blood -- it's transformed us from a company with just a few employees in 1984 to a leading independent investment research company with a worldwide presence today. As of April 2020, we acquired Sustainalytics to drive long-term meaningful outcomes for investors in the ESG space. Join us on this exciting journey!

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Morningstar Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: 3 days a week
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