Associate, Customer Support Enablement & Learning Program

The Group:

Sales Enablement & Learning sits within Morningstar’s Business Development and Sales group, which is responsible for helping for our clients build their businesses and provide better outcomes for investors. The group is focused on serving some of the following client segments: advisors, wealth managers, asset managers, institutional investors, and fintechs. Reporting to the Head of Sales Enablement & Learning, the Program Manager partners with stakeholders across the organization to design, develop and execute impactful enablement and learning solutions for teams to grow their individual capabilities, build knowledge, and develop their skills. This role is focused on the teams supporting customer support for the Direct Platform Product Suite, Data, Retail, and Sustainalytics.   

Morningstar is a global financial services firm with operating in 30 countries and has a 40+ year history developing best in class solutions that help investors (individuals as well as the financial advisors and institutions that serve investors) reach their financial goals. We are committed to empowering investor success by providing the data, independent research, software and services that best meet the needs of the entire investment community.

The Role:

We are looking for an experienced and talented Associate for Customer Support Enablement and Learning based in Mumbai who will focus on delivering our enablement programs in market for Morningstar’s global Customer Support team for our Asia Pacific (including India) and EMEA regions. Our global Customer Support team serves on the front lines of our client-facing organization and serve as an immediate resource for incoming client inquiries via phone, email and chat. Delivering world class customer support is a critical component to the success of our sales process and client experience, and we are seeking a teammate who is passionate about enabling and elevating the skill set of our 100+ support colleagues in the region. 

Reporting to the Head of Sales Enablement & Learning, the Program Manager partners with global stakeholders across the organization to design, develop and train on impactful enablement and learning to ensure the group has the skills, knowledge and process expertise to be effective and efficient in their roles. The enablement program focuses on 4 key focus areas including: Industry Domain Knowledge, Product, Client Facing Skills and Sales/Service Operations.

Responsibilities:

• Support onboarding program for teams, which includes organization of onboarding plans, resources to e-learning, facilitation of live sessions and coordination with managers on 30-60-90 day expectations.
• Partner with Enablement (including another Enablement Program Manager for Customer Support globally) and SMEs to develop and deploy training curriculum appropriate for Customer Support teams; this includes taking inventory of existing curriculum, identifying gaps and developing missing content, and determine fit for various training modalities (live, self guided/e-Learning)
• Be a key stakeholder and facilitator in the delivery of training programs including new go-to-market solutions, industry trends, client facing skill workshops, significant methodology changes and enhancements to existing solutions. 
• Partner with Support leaders, Support teams, Product Marketing/Management, Operations, and other groups to identify overall training needs, develop and deliver appropriate enablement training and supporting content.  This includes managing stakeholder expectations and communications.
• Be resourceful to learn and master the complexities of the industry that Morningstar serves.
• Evaluate, iterate, and measure the adoption and impact of enablement content and training, leverage data to refine strategies and improve effectiveness

Experience, Skills & Qualifications:

• Bachelor’s degree required.
• Ability to travel up to 10% both nationally and internationally to execute the program
• Proficiency training global and multi-solutions to teams
• 5+ years of experience in related skills including: customer support, customer success, training, sales enablement, learning and development, coaching/employee development, etc.
• Demonstrated experience managing and facilitating/delivering content/curriculum delivered in multiple modalities (i.e. live training, e-Learning, self paced, stand and deliver, hybrid, etc.).
• Personality and ability to engage and collaborate well across complex and global groups including support managers, service reps, marketing and product management.
• Strong client focus and the ability to quickly and effectively build and sustain relationships and establish trust.
• Good understanding of financial markets and investment products (especially data, stocks, mutual funds, commodities, currency) with inclination to learning
• Strong understanding of customer support principles and customer-centric mindset to ensure training and enablement efforts align with empowering teams
• Dynamic and proven presentation and written communication skills are a must.
• Strong project management skills with demonstrated ability to manage multiple projects or priorities at once.
• Passion and commitment for adult learning best practices and techniques.
• Intermediate skills with PowerPoint and broad understanding of Enablement tools including but not limited to: LMS (i.e., Cornerstone), Sales Enablement Platform software (i.e. Seismic), Spekit and solid aptitude for learning new systems and tools. 

Morningstar is an equal opportunity employer

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.