Senior Client Support Representative-3

4 weeks ago

mumbai, India Morningstar Full time

The Area:

The Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group’s product management, product development, and client service teams collaborate with our Client Solutions group to help them provide clients with relevant products and bundled solutions.


The Role:

Morningstar Mumbai seeks an enthusiastic, results-driven Client Support Representative to join our rapidly growing Mumbai based, enterprise client support team. Working directly with our Data Product, Enterprise Components & Research clients, you will join our client service group with the aim of delighting our customers via the provision of world-class support and service. Working in conjunction with our product management, implementation managers, solutions and sales teams, you will act as an expert for support to our equity data clients. This role is based in our Mumbai office.


Responsibilities:
• Work closely with our Data product, Enterprise Component & Research client base to ensure timely production, quality assurance, and the delivery of exceptional support to our existing clients.

• Be the expert on all things Equity data, from our collection processes, to our deliver mechanisms in our products and to industry and client usage in their systems, platforms and businesses.

• Serve as a single point of contact for post-sales services and ongoing relationship support. Own, coordinate and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary issue owner for assigned clients. Collaborate with other internal resources as necessary until an issue is resolved and communicated back to the relevant stakeholders.

• 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.

• 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, act as the key product expert and come to a better understanding of how they use and manage our products & data; and identify opportunities this may present for Morningstar.

• Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels; coordinating with technology and product management teams to refine existing client solutions; and working closely with sales teams to identify & evaluate potential upsell opportunities.

• Maintain and build strong client relationships by creating feedback loops that identify key areas for improvement in our service offerings.

• Maintain a thorough insight about our data, research and technology solutions and build channels in conjunction with our sales and product teams for communicating to clients and internal stakeholders to ensure an efficient process to guide clients in their interaction with Morningstar and our solutions.

• Work closely with our global data & product teams to ensure efficient delivery of new or existing data sets & product capabilities to clients.

• Co-ordinate and liaise with our sales and customer success and sales teams Globally to provide timely feedback on client queries and provide deep insights into the customer experience for all markets.

Requirements:

• Strong communication and presentation skills both written and oral.
• More than 3 years’ experience in relevant field
• Hands on knowledge with equity data over more than 1 domain knowledge For e.g. Fundamentals/Corporate Actions/Pricing/Documents etc
• Strong client service ethic; and proven organisational and multitasking skills.
• Organised with an analytical approach and the ability to work in a dynamic environment.
• An ability to be creative and think strategically when it comes to problem solving
• Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track
• Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas.
• Fair industry knowledge; investment and analytical skills together with the ability to prioritise projects and tasks
• Sound technical understanding of systems, data collection and delivery.
• Fair knowledge of the investment and competitive landscape; and market trends impacting our clients.
• B. Com / M. Com / BA Economics with a strong academic record.
• Pursuing CFA / partially completed (Level 1 & 2) preferred

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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