The Group: Morningstar Indexes provides indexing solutions to measure and benchmark markets and asset classes around the world and offers a broad suite of global equity, bond, and asset allocation indexes. Morningstar Indexes are designed to help investors at every stage of the investment process - market monitoring, benchmarking, asset allocation, and portfolio construction. Global asset managers use Morningstar`s strategic beta indexes, which are based on proprietary research, to create investment solutions to meet investor goals.
The Role: The Indexes Client Service & Implementation ("CSI") team seeks an enthusiastic, results-driven, experienced and entrepreneurial leader, who is passionate about providing world class client support and service to our institutional data clients. In this role, you will pioneer the customer success function within the group. By understanding how clients use our solutions to drive their business, you will provide the voice of the customer and collaborate with internal teams to build out relevant solutions, and assist the sales team in identifying new business opportunities. You will interact with clients, sales, marketing, product management and other Customer Success teams within Morningstar.
A successful Customer Success Manager, Indexes will be a self-starter, have strong leadership and people skills, a data-driven approach to measure client health and success, and be able to initiate projects and ideas about improving our client experience. The role will report to the Head of Client Service & Implementation.
Responsibilities - Work with the Head of Client Service & Implementation to build the client success function for the Indexes group
- Serve as a focal point of contact for ongoing service, relationship support and project management for assigned clients
- Conduct regular service reviews with clients to provide updates from Morningstar Indexes and ensure alignment between client's priorities and the business, and reflect that in the client health scorecard
- Understand the Indexes business, client profiles and how they use our product, anticipate their client service needs and pro-actively solve for them
- Partner with Product and Marketing to create materials that can be used to service key data accounts at scale
- Support sales as needed with potential opportunities, identify upsell and cross-sell opportunities through regular client interactions and relationship building activities
- Work cross-functionally with various Morningstar teams (within Indexes and other Morningstar teams) to ensure the voice of the customer, and client satisfaction expectations are being appropriately represented in product and strategic roadmap decisions
- Act as the point of escalation for the account (globally where applicable) and coordinating internally with relevant team members, and with the client to resolve escalated issues
- Ensure the entire account team (CSI team members, sales, and product managers) is aware of sensitive client information that impacts the overall relationship
- Participate in and contribute to global projects to advance the growth of the Indexes business
Requirements - Bachelor's degree
- Possess a minimum of 5-7 years of customer service or sales experience within the finance industry
- A deep customer service focus and a proven ability to build long-term client relationships
- Excellent communication skills, and the ability to present to clients with sophisticated investment knowledge and business experience
- Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management
- Strong attention to detail and quantitative aptitude to "find the story" within large quantities of data
- Prior experience supporting licensed data content, financial services or financial software solutions is desirable.
- Team player, works well cross functionally and globally and ability to excel in a fast-paced environment.
- Self-motivated and willing to take ownership of new responsibilities
- Background and/or interest in Indexes and passive investing
- Knowledge of Salesforce, Morningstar Direct and Morningstar Data a plus
- Pursue CFA, not required but nice to have
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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.
