Senior Customer Success Specialist

The Group:

The Sustainalytics Corporate Solutions team is responsible for developing and delivering Environmental, Social, and Governance (ESG) and Climate products to multinational corporations and financial institutions. Our corporate clients for the ESG Risk Rating product suite, include businesses with a defined sustainability strategy. These firms face pressure from stakeholders such as investors, employees, regulators, lenders, and the public to meet specific sustainability criteria. Our services—including ESG ratings, benchmarking solutions, and corporate platforms—help clients provide valuable sustainability insights to investors and lenders.

The Role:

As a member of the Sustainalytics Corporate Solutions team, the Senior Customer Success Specialist will assist corporate clients in maximizing the value of our services, ensuring that we deliver on our promises.

This role is responsible for retaining and growing customer relationships, enhancing satisfaction, and increasing existing customer revenue. The Senior Customer Success Specialist will develop strategies and processes that promote customer loyalty and retention, facilitate upselling, and support the sales team. Our Associates are driven by a desire to thrive in a fast-paced, commercial, and entrepreneurial environment while making a positive impact through our work.

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 in our Bucharest, Romania office. 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.

Responsibilities:

• Be the client’s main point of contact, work collaboratively across internal teams to enhance their customer experience and satisfaction.
• Proactive management of client relationships, focused on customer loyalty and building close long-term relationships.
• Build relationships with client’s decision makers in Sustainability, Investor Relations, Treasury and Compensation departments and identify upsell opportunities within these departments.
• Serve as the primary contact for the onboarding of new clients and their users, as well as provide ongoing support.
• Conduct software demos, training sessions on Sustainalytics products & services, quarterly business reviews, feedback calls and proactively manage all aspects of client lifecycle, after the point of sale
• Proactively manage churn and enhance customer retention.
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.
• Partner with Sales, Product, Marketing and Support teams to deliver positive customer outcomes.
• Demonstrate subject matter expertise knowledge on products and processes.

Qualifications:

• 3+ years in an Account Management or Customer Success role.
• Excellent organization, administrative skills and attention to detail.
• Strong interpersonal skills including demonstrated experience in a customer facing role.
• Ability to collaborate within a team environment.
• Experience using a CRM like Salesforce or Microsoft Dynamics.
• Good research and writing skills.
• Advanced Excel skills.
• Time management skills with the ability to manage priorities to meet deadlines.
• Ability to work across multiple teams and time zones, in a fast-paced environment.
• NICE TO HAVE: Strong written and verbal command in Spanish.

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.