Customer Success Manager, Data and Research Products

Morningstar•Chicago, IL

2d•$70,600 - $108,250•Hybrid

About The Position

The Group: This team is committed to delivering excellent service to the customers of our innovative products including Morningstar Data Services, Licensed Data for Fund, Equity and Indexes, Research Distribution, and Morningstar Dynamic Web Services. The Role: As a Customer Success Manager, you will provide world-class service to our institutional data clients by understanding how they use our data and research platforms to drive their business and work alongside our other CSM and Sales teams on client retention and growth opportunities. The role requires an analytical thinker and excellent communicator with a deep commitment to client service. The CSM will need to be comfortable with ambiguity and have great attention to detail as they work to maintain and expand client relationships. This position is located in Chicago and requires occasional client-facing travel.

Requirements

Bachelor’s degree is required
2+ years of client service, training, or sales experience at Morningstar
Sound technical understanding of systems, data collection and delivery.
Proven organization and multi-tasking skills
Thorough understanding of investment data, financial analysis, and competitive landscape as well as market trends impacting our clients.
Ability to travel up to 25%

Nice To Haves

an advanced degree is a plus

Responsibilities

Serving as a subject matter expert to Morningstar clients who license our Data and Research products.
Creating a structured set of metrics/analytics to continuously and consistently communicate mutual key performance indicators with the client to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service.
Conducting regular business reviews with clients to provide updates on value-add activities from Morningstar and to ensure alignment between Morningstar’s Success Plan and the client’s priorities.
Ensuring key internal stakeholders (CSMs, sales, data and product and tech managers) are aware of sensitive client information that impacts the overall relationship.
Training home office representatives/solution-administrators/CSMs or Client Education teams to ensure end-users are supported in a coordinated manner.
Work proactively to identify upsell and cross-sell opportunities through regular client interactions and relationship building activities.
Acting as the point of escalation for the account (globally where applicable) and coordinating both internally as well as with the client to resolve escalated issues.
Ensuring the voice of the customer and client satisfaction expectations are appropriately represented in product roadmap decisions.

Benefits

100% 401k match up to 6% of salary
Stock Ownership Potential
Company provided life insurance - 1x salary + commission
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
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
Charitable Matching Gifts program
Dollars for Doers volunteer program
Paid volunteering days
15+ Employee Resource & Affinity Groups