Customer Success Manager

Morningstar, Inc.; Hong Kong; Hybrid; HKD 420,000 - 780,000; Full time

Job summary

Morningstar Asia Limited in Hong Kong is seeking a Customer Success Manager for Morningstar Direct to deliver superior service to institutional clients and users.

You will become a product expert, help clients maximize value from Morningstar Direct and other institutional products, and work with Sales, Product and CS teams to renew, upsell, and improve client outcomes.

Qualifications

• Strong communication and presentation skills, both written and oral.
• Strong customer-centric, strategic approach with a curious, solution-driven mindset.
• Fluency in Cantonese, Mandarin and English.
• Experience in the Financial Services industry preferred.
• Ability to develop strong internal and external partnerships.
• Curiosity and openness to leveraging AI-enabled tools.
• Bachelor’s degree or equivalent.

Responsibilities

• Become a product expert on Morningstar Direct and advise on best practices.
• Retain engagements and identify opportunities to grow the client business.
• Collaborate with Sales to map client needs to Morningstar Direct capabilities.
• Support demos and trials for potential new clients.
• Build and maintain strong client relationships to ensure high service levels.
• Support renewal processes and identify upsell opportunities.
• Understand client workflows and business objectives to deliver tailored solutions.

Skills

Communication skills

Customer-centric mindset

Partnership building

Cantonese Mandarin English

Language skills

Education

Bachelor's degree or equivalent

Job description

The Group:

Morningstar’s products transform our high-quality data, independent research, and technological expertise into well-designed tools that delight 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.

The Role:

Morningstar is seeking Customer Success Manager for Morningstar Direct. As a 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 Customer Success Managers 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 position is based in Hong Kong. The hiring entity is Morningstar Asia Limited, which is a subsidiary of Morningstar, Inc.

Responsibilities

• 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.
• 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.
• You will also play an important part in the demo and trial process of potential new clients.
• 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.
• Work closely with your assigned Morningstar client base to ensure high levels of service delivery and customer Return On Investment.
• Use your innovative approach to contribute to the business and work with product managers, data and sales colleagues in order to evolve Morningstar services.
• Initiate and drive client workshops and/or user forums to train and grow usage of Morningstar Direct.
• 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.
• Build a deep understanding of client workflows, business objectives, and challenges to deliver tailored solutions, improve business outcomes, and maximize customer value.
• Proactively identify opportunities to improve client workflows and address business challenges through effective use of Morningstar solutions.

Qualifications

• Strong communication and presentation skills, both written and oral.
• Strong customer‑centric, strategic approach as well as a curious and solution‑driven mindset.
• Fluency in Cantonese, Mandarin and English is required.
• Experience in the Financial Services industry is preferred.
• Ability to develop strong internal and external partnerships and relationships.
• Bachelor’s degree or equivalent.
• Curiosity and openness to leveraging new technologies, including AI‑enabled tools, to enhance productivity and client outcomes.

Why you will like working here

You will be part of an inclusive, entrepreneurial culture where difference is embraced. You will work in a Global team, together with peers, product managers and other Morningstar employees all over the world. You will get to know the financial industry, our clients and their needs. You will get experience with a vast variety of clients such as e.g. asset owners, distribution platforms, fund selectors, sales & marketing, performance & risk, sustainability focused functions etc. You will work and deep dive in all parts of Morningstar data, analysis and research. You will have the chance to develop your technical skills and understanding. Casual dress code is the norm, no formal suits for us unless we have client meetings. Morningstar's hybrid work environment gives you the opportunity to collaborate in‑person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in‑office 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.

A99_MstarAsiaLtd Morningstar Asia Ltd (Hong Kong) Legal Entity

Morningstar is a global independent investment research and financial data company. Here, you'll help uncover what’s hidden, simplify what’s complex, and create insights that empower investor success.

Company overview

Morningstar Development Program Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.