Customer Success Manager

The Role:

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 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 requires occasional client-facing travel and is based in the Chicago office.

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.
• Collaborate on 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.
• Collaborate 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:

• Possess a minimum of three years of customer service, training, or sales experience.
• 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.
• A quantitative aptitude, and a confirmed ability to build long-term client relationships.
• Excellent communication and interpersonal 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 the equivalent is required.

Total Cash Compensation Target

69,225 - 124,575 USD

Inclusive of annual base salary and target incentive

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide-range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health
• 75% 401k match up to 7%
• Stock Ownership Potential
• Company provided life insurance - 1x salary + commission

• Physical Health
• Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
• Additional medical Wellness Incentives - up to $300-$600 annual
• Company-provided long- and short-term disability insurance

• Emotional Health
• Trust-Based Time Off
• 6-week Paid Sabbatical Program
• 6-Week Paid Family Caregiving Leave
• Competitive 8-24 Week Paid Parental Bonding Leave
• Adoption Assistance
• Leadership Coaching & Formal Mentorship Opportunities
• Annual Education Stipend
• Tuition Reimbursement

• Social Health
• Charitable Matching Gifts program
• Dollars for Doers volunteer program
• Paid volunteering days
• 15+ Employee Resource & Affinity Groups

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we’ve found that we’re at our best when we’re purposely together on a regular basis, typically 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.