Director of Customer Success, Corporate Solutions
Sustainalytics
Cape Town
5d ago

As a member of the Senior Management team, of our Corporate Solutions Commercial Department, you will manage a global team of managers and direct reports whose responsibilities are to maximize value of our services, assure that what we have promised is delivered and retain and grow existing customer revenue by developing strategies and processes that promote customer loyalty, retention, upselling and support the sales team for defined activities.

You will start with approximately 10 employees and this team is expected to double in 2022 and increase by another 10 people in 2023, as our services grow.

The successful applicant will report to the Executive Director of Corporate Solutions, Commercial Department. As this role is on a global team, travel for periodic meetings and client events and a flexible schedule is required, to take early or late calls (2-3 times per week).

This will be an office-based role in Toronto, where the Corporate Solutions executive team is based, with some flexibility for working from home periodically and up-to 2 days / week once offices fully reopen.

Notwithstanding that Toronto is where we prefer locating this role, as we wish to diversify our senior management team, we will enthusiastically consider qualified candidates who are remote (either WFH or working in an office in that location) and reside in a taxation and labor law jurisdiction where Morningstar has personnel (see locations below).

If remote, quarterly travel to Toronto would be required.

Locations : https : / / www.morningstar.com / company / global-contacts

Job Responsibilities

  • Manage a team of 10 direct reports and managers, that may double in size by end of 2022. Your team will comprise of sub-team managers and Service Level Managers.
  • Manage your team to :
  • Negotiate Standard Operating Procedures, Service Level Agreements or otherwise document how your team works with other teams and the mutual expectations to assure that client deliverables are executed with the maximum customer satisfaction
  • Continuously improve and document the Customer Success Management Program and the team’s procedures
  • Improve Service lifecycles and customer engagement programs to increase renewals and customer satisfaction
  • Using data and analysis, identify cross-selling, upselling, upgrades and other return customer sales
  • Build business development capabilities of your team to expand relationships to key decision makers at client Accounts and to seek new sales opportunities and to reduce churn due to client personnel turn-over
  • Build processes to solicit ongoing client feedback
  • Establish and manage an issue resolution process for client queries
  • Effectively organize your team’s resources to maximize sales opportunities while not compromising client deliverables, by implementing a prioritization program for Accounts (Segmentation into Platinum, Gold, Silver service levels).
  • Educate internal stakeholders and commercial team on Customer Success and the Customer Success Program
  • Organize and provide client onboarding for new services
  • Manage Client Data Integrity work with the CDIT
  • Support the sales team to close sales that require technical or process expertise of your team.
  • Assist with organization of sales related events and conferences
  • Performance manage your team by building KPIs / OKRs and provide monthly reports to overview of the performance of your team and to align with the wider Team and Business Unit business objectives.
  • Using product unit forecasts, review labour utilization of your team, reviewing new product changes, manage the capacity of your team and submit timely resource requests to support sales forecasts and growth.
  • Qualifications

  • 4+ years of experience in managing Customer Success and 10+ years of client-facing business experience
  • Commercial and business mindset, with strong skills in processes and execution
  • Excellent communication and interpersonal skills
  • Experience using a CRM like Hubspot, Salesforce or Microsoft Dynamics
  • Desire to work in a fast-paced environment
  • Fluent English required
  • About Us

    Sustainalytics is a Morningstar company dedicated to responsible investment with over 25 years' experience in ESG research and ratings.

    With an extensive client base across asset managers, asset owners and investment banks, our mission is to provide the insights required for investors and companies to make more informed decisions that lead to a more just and sustainable global economy.

    As Morningstar’s ESG center of excellence we are responsible for driving both the commercial success and innovation of its ESG products as well as its overall ESG strategy.

    In these times, we rely on virtual team meetings and management practices, as well as a remote buddy program, to support a smooth integration in our virtual offices.

    New team members are onboarded and start their first day with the company from the safety of their homes.

    For more information, visit www.sustainalytics.com

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