Customer Success Manager, Direct

Morningstar, Inc.; Toronto; Hybrid; CAD 70,000 - 95,000; Full time

Job summary

Morningstar is looking for Customer Success Managers for Morningstar Direct, based in Toronto. This hybrid role requires providing superior service to institutional clients, educating them about software functionalities, and developing account strategies. The ideal candidate will possess strong communication skills and experience in customer service within the financial industry.

Benefits

Flexible working arrangements

Collaborative in-person meetings

Qualifications

• Minimum of three years of customer service, training, or sales experience.
• Experience with financial practices or software solutions is desirable.
• Fluency in French is a plus.

Responsibilities

• Educate clients about software features and industry trends.
• Develop account strategies with Sales for new business opportunities.
• Convert product trials into subscriptions and enhance client retention.

Skills

Customer service focus

Attention to detail

Communication skills

Proactive thinking

Relationship building

Education

Bachelor's degree or equivalent CSM experience

Job description

The Role:

Morningstar is seeking Customer Success Managers for Morningstar Direct. As a Direct 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 is a hybrid role based in Toronto, requiring in-office presence three days a week and occasional client-facing travel within the assigned territory.

Responsibilities:

• Educate clients about our software, focusing on data, functionality and features; as well as on industry trends.
• Identify opportunities within existing accounts, participate in account reviews and provide initial product demonstrations.
• Develop account strategies with Sales and identify new user groups and business opportunities, which will help Morningstar meet and exceed revenue goals.
• Responsible for converting product trials into subscriptions, promoting product usage, and maximizing client retention by helping companies integrate our products with their workflows.
• Demonstrate superior product knowledge and consultative account management skills.
• Provide valuable feedback and insight to the product team and developers
• Interact with Morningstar’s data operations group, product managers, and internal service consultants to resolve client issues in a timely manner.
• Contribute to market research, marketing and promotional events, and other projects as needed.

Qualifications

• 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.
• Possess a minimum of three years of customer service, training, or sales experience.
• A quantitative aptitude, 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.
• Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.
• A bachelor's degree or equivalent CSM experience in the financial industry is preferred.
• Fluency in French a plus.

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