Customer Success Manager

The Group: This team is committed to delivering excellent service to the customers of our innovative products including Morningstar Data Services, Licensed Data for Fund, Equity and Indexes, Research Distribution, and Morningstar Dynamic Web Services. The Role: As a Customer Success Manager, you will provide world-class service to our institutional data clients by understanding how they use our data and research platforms to drive their business and work alongside our other CSM and Sales teams on client retention and growth opportunities. The role requires an analytical thinker and excellent communicator with a deep commitment to client service. The CSM will need to be comfortable with ambiguity and have great attention to detail as they work to maintain and expand client relationships. This position is located in Chicago and requires occasional client-facing travel. Qualifications: Bachelor’s degree is required; an advanced degree is desirable Two to ten years of client service, training, or sales experience. Sound technical understanding of systems, data collection and delivery. Proven organization and multi-tasking skills Thorough understanding of investment data, financial analysis, and competitive landscape as well as market trends impacting our clients. Ability to travel up to 25% Responsibilities: Serving as a subject matter expert to Morningstar clients who license our Data and Research products. Creating a structured set of metrics/analytics to continuously and consistently communicate mutual key performance indicators with the client to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service. Conducting regular business reviews with clients to provide updates on value-add activities from Morningstar and to ensure alignment between Morningstar’s Success Plan and the client’s priorities. Ensuring key internal stakeholders (CSMs, sales, data and product and tech managers) are aware of sensitive client information that impacts the overall relationship. Training home office representatives/solution-administrators/CSMs or Client Education teams to ensure end-users are supported in a coordinated manner. Work proactively to identify upsell and cross-sell opportunities through regular client interactions and relationship building activities. Acting as the point of escalation for the account (globally where applicable) and coordinating both internally as well as with the client to resolve escalated issues. Ensuring the voice of the customer and client satisfaction expectations are appropriately represented in product roadmap decisions. Total Cash Compensation Range (Base Salary + Bonus): $70,600-108,250 Compensation and Benefits At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide: Financial Health 100% 401k match up to 6% of salary Stock Ownership Potential Company provided life insurance - 1x salary + commission Physical Health Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages Additional medical Wellness Incentives - up to $300-$600 annual Company-provided long- and short-term disability insurance Emotional Health Trust-Based Time Off 6-week Paid Sabbatical Program 6-Week Paid Family Caregiving Leave Competitive 8-24 Week Paid Parental Leave Adoption Assistance Leadership Coaching & Formal Mentorship Opportunities Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses Tuition Reimbursement Social Health Charitable Matching Gifts program Dollars for Doers volunteer program Paid volunteering days 15+ Employee Resource & Affinity Groups Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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. 001_MstarInc Morningstar Inc. Legal Entity How to Apply for a Job at Morningstar Step 1 When you find a position you're interested in, click the 'Apply' button. Please fill out this form completely, attaching your resume and cover letter in the approved format. Read the job requirements carefully and make sure to attach writing or design samples as required. Applicants must submit their resume and other information through our corporate website to be considered for a job at Morningstar. No phone calls, please. Step 2 You will receive an email notification to confirm that we've received your application. Step 3 If you are called in for an interview, a representative from Morningstar will contact you to set up a date, time, and location. Be prepared for a rigorous interview process. To make sure you're a good fit for Morningstar and we're a good fit for you, we'll schedule time for you to meet with multiple staff members at all levels of the company. Expect to return for multiple interviews as part of the process. A representative from Morningstar will contact you with the results of your interview—either with a job offer or to let you know our plans for the position. Applicants With Disabilities Who Need Accommodation Morningstar is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call View phone number on click.appcast.io or email View email address on click.appcast.io and let us know the nature of your request and your contact information. Please note: We only accept calls from applicants who need accommodation related to a disability. Please, no calls with unrelated questions or requests. Please be sure to include the title and location of the open position you’re interested in when you leave a message. US Applicants: Morningstar is an E-Verify program participant. Learn more: This Organization Participates in E-Verify (English) This Organization Participates in E-Verify (Spanish) Right to Work (English) Right to Work (Spanish) EEO is the Law Pay Transparency Notice Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.