Customer Success Manager

Morningstar (Sydney NSW, Australia) 7 days ago

Morningstar is committed to empowering investor success. One way we accomplish this is by offering independent research and great software products to financial advisers and individual investors. We believe that when the investor wins, we all win.

At Morningstar, your contributions have meaning and can drive change. We offer a place where talented, driven people can grow. Our differences are our strength; the fact that we don’t all think the same way and encourage unique perspectives helps create great products and services for our clients.

The Opportunity: We are seeking a Customer Success Manager with a unique perspective. As a Direct Customer Success Manager, you will provide in-depth product training for our institutional software clients, including asset managers and financial planning firms. You will be evaluated on your success in converting product trials, promoting product use, and maximising client retention by helping companies integrate these products with their workflows. This position can be based in Sydney or Melbourne.

We want your fresh perspective and your unique Customer Success expertise to round out the capabilities that our talented people have today – with the ultimate purpose of helping our institutional Morningstar Direct users and the clients they serve.

What you’ll do:

  • Educate clients about our institutional software, focusing on data, functionality and features for Morningstar Direct, as well as industry trends.
  • Responsible for converting product trials into subscriptions, promoting product usage, and maximising client retention by helping companies integrate our products with their workflows.
  • Develop account strategies with Sales and identify new user groups and business opportunities, which will help Morningstar meet and exceed revenue goals.
  • Demonstrate superior product knowledge and consultative account management skills.
  • Provide valuable feedback and insight to the product team and developers.
  • Interact 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.
  • Perform other duties as necessary.

What we’d expect you’d have on day 1:

  • A deep customer service focus, strong attention to detail, and ability to excel in a fast-paced environment.
  • Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.
  • Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management.
  • A quantitative aptitude, and a proven ability to build long-term client relationships.
  • Excellent communication skills, and the ability to present to clients with sophisticated investment knowledge and business experience.
  • Prior experience with Morningstar Direct is preferred.

Qualifications & experience required:

  • A bachelor’s degree or the equivalent is desirable
  • A minimum of three years of customer service, training, or sales experience.
  • Prior experience with Morningstar Direct is preferred.

Human skills:

  • Strong communication skills, both written and oral.
  • A sense of humour.
  • A team player’s attitude with a high threshold for quality.
  • Empathy and the maturity to own and learn from challenges.

 What you need to enjoy and be good at for this role:

  • A passion for “doing the impossible;” committed to testing, learning, and iterating.

Other things that would be useful to have, but not necessary:

  • Financial services software experience a plus.
  • Experience using Tableau, Salesforce, or similar.

Please attach a resume and cover letter to your online application.
Morningstar is an equal opportunity employer.
*No recruitment agencies, please*

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Customer Success Manager

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