Customer Success - Advisory

Job Description

As a Customer Success Manager, you will be responsible for the ongoing operations and experience improvement of end-users for investment advisory products. You need to be customer-centric and engage in in-depth collaboration with financial advisors, individual investors, and partner institution contacts. By understanding their actual needs and potential pain points, you’ll continuously refine product functions to boost current customer satisfaction and hit user growth goals. You will also be in charge of providing pre-sales and post-sales product training for customers, as well as promptly addressing daily product usage issues. This role requires close collaboration with teams such as Marketing and Sales. Driven by a data-driven mindset, you will evaluate and ensure customer retention effectiveness while identifying potential business growth opportunities. This position is based in our Shenzhen office.

Key Responsibilities:

• Remain accountable for overall client satisfaction as well as client renewal and retention.
• Demonstrate product capabilities to clients/users in a professional and proficient manner, including explaining product functions and the underlying methodologies.
• Design and conduct user research, conduct in-depth analysis of user behaviors, pain points, and needs, deliver actionable optimization suggestions, drive product optimization and iteration.
• Maintain close communication with users through online or offline channels, and effectively attract, retain, and drive user growth.
• Understand each client’s business thoroughly and provide the best applicable practices.
• Monitor and analyze client usage data and patterns, establish a user experience indicator system, and regularly issue user experience evaluation reports.
• Identify risk factors to avoid client churn and provide valuable feedback and insights to the product manager.
• Develop account strategies with sales directors; identify new user groups and business opportunities.

Qualifications:

• A bachelor’s degree is required; an advanced degree is a plus.
• A minimum of three years of experience in product operation, client retention or growth; candidates with experience in the wealth management industry are preferred.
• Excellent presentation and communication skills.
• Prior experience supporting financial practices or financial software solutions is desirable.
• Strong customer service orientation with exceptional attention to detail and the ability to thrive in a fast-paced environment.
• Passion for advisory business, paired with a strong drive to meet client satisfaction and retention goals.
• Result-oriented, with strong logical thinking ability, self-motivation, a strong sense of responsibility, and excellent execution.

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.