Customer Success Manager

4 weeks ago

mumbai, India Morningstar Full time

Job Title: Customer Success Manager

The Group:  

Morningstar’s products transform our high-quality data, independent research, and technological expertise into well-designed tools that delight our clients. The product management, product development, and service teams collaborate with our Customer Success group to help provide clients with relevant products and bundled solutions.

The Role:

  • We are looking for a Customer Success Manager who wants to push themselves in a career in Financial Services. In this position your responsibilities will evolve with the role, commensurate with success. Along with providing top-tier support to clients of Morningstar Enterprise Product including Licensed Data and Advisor Workstation Products, you will be involved in enhancing our global service delivery model across globe.

  • As a Customer Success Manager, you will be responsible for understanding your customers’ business drivers and their desired outcomes, so that Morningstar can deliver value and meet contractual commitments. You will closely align with your clients and help them leverage Morningstar Enterprise Products to meet their goals – and as a result deliver customer ROI, so that Morningstar is able to retain and grow the account. You will serve as the voice of Morningstar and ensure that the highest quality of service is offered to our customers.

  • Founded on teamwork, you will be part of an organization that will enable you to learn and grow with your peers, all the time supported by Morningstar Product, Sales and Services teams.

  • This position requires occasional client-facing travel within an assigned territory and is based in Mumbai.

Responsibilities

  • Serving as a single point of contact for post-sales services and ongoing relationship support for assigned clients.

  • Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and liaising with data contributors, all the while contributing to changing and enhancing processes.

  • Onboard the client and train them to use the various Morningstar products.

  • Ensure the client regularly uses the products to its best capability.

  • Proactively build effective client relationships, including the ability to anticipate and listen to our clients’ needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships.

  • Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels.

  • Support sales as needed with potential opportunities, identify upsell and cross-sell opportunities through regular client interactions and relationship building activities.

  • Own, coordinate and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary escalation point for assigned clients. Collaborate with other internal resources as necessary until an issue is resolved and communicated back to the relevant stakeholders.

  • Conduct regular business reviews with clients to provide updates on value-add activities from Morningstar and ensure alignment between Morningstar’s service activities and the client’s priorities.

Requirements

  • A bachelor’s degree or the equivalent is required; business, mathematics, engineering, or related majors are preferred.

  • At least 3-5 years of experience in customer service or account management in financial domain

  • A deep customer service focus, strong attention to detail, and ability to excel in a fast-paced environment.

  • Deep understanding of Mutual funds, stocks and preferably other key financial instruments available in Indian Market.

  • Strong industry knowledge: investment and analytical skills together with the ability to prioritize projects and tasks.

  • Sound technical understanding of systems, data collection and delivery.

  • Excellent communication skills and the ability to present to clients with sophisticated investment knowledge and business experience.

  • Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas.

  • Organized with an analytical approach and the ability to work in a dynamic environment.

  • Proactive, strategic, and analytical thinker with a collaborative approach to problem-solving and project management.

  • Excellent organizational and consultative skills.

  • Excellent command of spoken and written English.

Morningstar is an equal opportunity employer.

 

I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity

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.

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