Manager, Customer Success

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 that empower investor success. About the Role: As a leader of the Customer Success team for the Enterprise Advisor Software group, you will support and spearhead our efforts to build and maintain a world class customer success team and drive customer success outcomes. The Customer Success Managers (CSMs) you would support are responsible for Customer Success activities (e.g. onboarding, value realization and adoption, advocacy, etc.) and outcomes (e.g. renewals, book of business growth, and customer satisfaction). You will work cross-functionally to define and optimize the customer lifecycle management process, establish, and report on success metrics, and continue looking for ways to help the team improve efficiency and the effectiveness of what they do. This position requires some client-facing travel. This is a people management role based in Chicago. Job Responsibilities: Oversee world class customer success team, foster team culture of collaboration, client centricity, inclusion, and continuous learning in a performance-based environment. Attract, retain, develop, and motivate talent at all levels. Accountable for overall client satisfaction and book of business goals for members of his/her team and helping the overall team reach annual goals. Manage CSMs against defined team key performance indicators (KPIs) and strive for continuous improvements by adopting industry best practices to increase team efficiency and effectiveness. Serve as the escalation point for ongoing issues and ensuring resolutions are secured for our clients. Work closely with cross-functional leaders to streamline process and communication and improve efficiency. Identify and manage projects to build or improve processes/systems that help CSMs address, monitor and anticipate customers’ needs and goals. Partner with internal teams such as sales, service, product, and marketing. to support go-to-market efforts and promote a client-centric culture across the company. Qualifications: People leader at heart - you love mentoring, motivating others, and contributing to the professional development of those around you. 5 years Customer Success or Account Management experience; prior leadership experience is a plus. Excellent listening, presentation, and communication skills at all business levels. Ability to skillfully drive change, think strategically, and collaborate cross-functionally. Strong interest in the financial industry is expected. Prior financial industry experience and/or certifications is a plus.  Excellent time-management, prioritization, and critical thinking skills.  Prior experience working with Morningstar's software products, or ability to quickly gain deep understanding of them.  A bachelor’s degree; an advanced degree is a plus. Morningstar employees are required to be fully vaccinated or submit to regular testing to work in any office. Morningstar’s vaccine policy may be modified to comply with evolving legal requirements and other changing circumstances. 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 1 312 384-3900 or email AskHR@morningstar.com 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. 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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.