Customer Success Manager, Market Data Products

About the Role
Morningstar's products transform our high-quality data, independent research, and technological expertise into well-designed tools that serve 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.
As a Customer Success Manager, you will provide world-class service to our institutional data clients by understanding how they use our data or software platforms to drive their business and work alongside our other CSM and Sales teams on client retention and growth opportunities. This team is committed to delivering innovative market/real-time data products. This position is location agnostic and requires occasional client-facing travel within an assigned territory.
Job Responsibilities

• Serving as a subject matter expert to Morningstar clients who license our Market Data 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, product and tech managers) are aware of sensitive client information that impacts the overall relationship
• Training 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

Qualifications

• A deep and relentless customer service focus with a proven ability to build long-term client relationships
• Strong attention to detail, a quantitative aptitude, advanced organizational skills, 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 one to five years of customer service, training, or sales experience
• Excellent communication skills, and the ability to present technical information to clients with sophisticated investment knowledge and business experience
• A thorough understanding of investment data and financial analysis. Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable
• A bachelor`s degree is required; an advanced degree is a plus

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