Customer Success Manager
Cape Town
1d ago

About the Role

Morningstar is seeking a Customer Success Manager for our institutional research platform Morningstar Direct, to be based in our office in Cape Town.

In this role, you will be responsible for understanding your customers’ business drivers and their desired outcomes, so that Morningstar can deliver value, retain and grow the accounts, and meet contractual commitments.

The ability to communicate clearly and form strong relationships with our clients is critical for this role.

Why you will like working here :

  • You will be part of an inclusive, entrepreneurial culture where difference is embraced.
  • You will work in a Global team, together with peers, product managers and other Morningstar employees all over the world.
  • You will get to know the financial industry, our clients and their needs.
  • You will get experience with a vast variety of clients such as e.g. asset owners, distribution platforms, fund selectors, sales & marketing, performance & risk, sustainability focused functions etc.
  • You will work and deep dive in all parts of Morningstar data, analysis and research.
  • You will have the chance to develop your technical skills and understanding.
  • Casual dress code is the norm, no formal suits for us unless we have client meetings.
  • Job Responsibilities

  • Become a product expert on Morningstar Direct, providing guidance and best practice advice on how customers can leverage Morningstar’s services.
  • By building a trusted relationship you will retain current engagements and identify new opportunities to grow the customer’s business with Morningstar.

  • You will play an important role in the Sales process, working closely with our Sales department to understand a client’s goals and map them to the capabilities of Morningstar Direct.
  • You will also play an important part in the demo and trial process of potential new clients

  • Proactively build client relationships, including the ability to anticipate and listen to our clients’ needs. Achieve this by working closely with clients and liaising internally with Sales, Product and Customer Success Teams in order to meet customer requirements.
  • Work closely with your assigned Morningstar client base to ensure high levels of service delivery and customer Return On Investment.
  • Use your innovative approach to contribute to the business and work with product managers, data and sales colleagues in order to evolve Morningstar services.
  • Initiate and drive client workshops and / or user forums to train and grow usage of Morningstar Direct.
  • Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels - and working closely with sales teams to identify and evaluate potential upsell opportunities.
  • Qualifications

  • Strong communication and presentation skills, both written and oral.
  • Strong customer-centric, strategic approach.
  • Proven organizational and multi-tasking skills.
  • Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track.
  • Experience in the Financial Services industry is preferred
  • Ability to develop strong internal and external partnerships and relationships.
  • Bachelor’s degree or equivalent.
  • LI-MD1

    402 MstarResSoAfr Morningstar Research Pty Ltd (South Africa) Legal Entity

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