Customer Success Manager

Morningstar; Madrid; Híbrido; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Customer Success Manager to enhance client engagement and satisfaction. This role involves becoming a product expert on a leading analysis tool, fostering strong client relationships, and contributing to the sales process. You will work closely with institutional clients to ensure they maximize their investment in the product, while also collaborating with various internal teams to drive service delivery and innovation. This dynamic position offers a hybrid work environment, allowing for both remote and in-person collaboration, ensuring you have the resources to succeed and grow in your career.

Formación

• Strong communication and presentation skills are essential.
• Experience in Financial Services is preferred.
• Proven organizational and multi-tasking skills required.

Responsabilidades

• Become a product expert on Morningstar Direct and guide clients.
• Build client relationships and work closely with the Sales department.
• Drive client workshops to enhance usage of Morningstar Direct.

Conocimientos

Communication Skills

Customer-Centric Approach

Organizational Skills

Presentation Skills

Fluency in English

Fluency in Spanish

Fluency in French

Project Management

Educación

Bachelor's Degree

Herramientas

Morningstar Direct

Descripción del empleo

About the Role:

Would you like to be the voice of Morningstar, delivering the highest quality of service and professionalism to our clients?

We are looking for a Customer Success Manager who wants to push themselves in a career in Financial Services.

You will work together with our institutional clients using Morningstar´s flagship analysis tool, Morningstar Direct, to ensure they are successful in using the product.

Morningstar is a global investment research firm that compiles and analyzes investment data in a number of different lenses, including performance, risk and sustainability. The company provides an extensive line of products for individual investors, financial advisors and institutional clients.

Job Responsibilities:

1. Become a product expert on Morningstar Direct, providing guidance and best practice advice on how customers can leverage Morningstar’s services. By building a trusted relationship you will retain current engagements and identify new opportunities to grow the customer’s business with Morningstar.
2. You will play an important role in the Sales process, working closely with our Sales department to understand a client’s needs and map them to the capabilities of Morningstar Direct.
3. Proactively build client relationships, including the ability to anticipate and listen to our clients’ needs. Achieve this by working closely with clients and liaising internally with Sales, Product and Customer Success Teams in order to meet customer requirements.
4. Work closely with your assigned Morningstar client base to ensure high levels of service delivery and customer Return On Investment.
5. Use your innovative approach to contribute to the business and work with product managers, data and sales colleagues in order to evolve Morningstar services.
6. Initiate and drive client workshops and/or user forums to train and grow usage of Morningstar Direct.
7. Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels - and working closely with sales teams to identify and evaluate potential upsell opportunities.

Qualifications:

Experience and soft skills:

1. Strong communication and presentation skills, both written and oral.
2. Strong customer-centric, strategic approach.
3. Fluency in English, Spanish and an additional language (German, French, Italian) is required. Fluency in French is advantageous.
4. Proven organizational and multi-tasking skills.
5. Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track.
6. Experience in the Financial Services industry is preferred.
7. Ability to develop strong internal and external partnerships and relationships.
8. Bachelor’s degree or equivalent.
9. Experience in Project management is preferred.

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.