Bilingual Associate Customer Success Manager

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.
The Role: In this role within the Direct Platform, you will provide world-class support and service to our institutional data and software clients, as well as the independent advisors. You will do this by understanding how clients use our solutions to drive their business, while also assisting the sales team in driving retention and identifying new business opportunities. We are seeking a bilingual professional who is fluent in both English and French, as this role requires supporting clients in both languages. Our Associate Customer Success Managers combine a thorough understanding of Morningstar's Direct Platform products with strong investment knowledge, technical skills, and business acumen to help clients maximize the value of our products. This position requires occasional client-facing travel and is based in Toronto, Ontario.
Responsibilities

• Serving as a single point of contact for post-sales services and ongoing relationship support for assigned enterprise clients and independent advisors, with a focus on driving retention. Develop thoughtful, tailored strategies and structured action plans, and execute them consistently through client communications and meetings to monitor risks, drive value-added activities, identify new business opportunities, and enhance service delivery.
• Proactively engage clients through regular, structured check-ins, roadmap reviews to share value-driven updates, ensure alignment with Morningstar's success plan and the client's priorities.
• Act as a product consultant, answering a variety of product-related questions, or collaborating with other internal resources as necessary to resolve questions and communicate to the client.
• Train home office representatives/solution-administrators to self-support end users and proactively communicate and educate them on product updates and product release news. Regularly monitor client product usage to identify opportunities to boost product adoption.
• Support sales efforts by identifying upsell and cross-sell opportunities through regular client interactions and relationship-building activities and assist with renewals for independent advisors as needed.
• Act as the point of escalation for the account and coordinating both internally as well as with the client to resolve escalated issues.
• Collaborate with product and technical managers to ensure the voice of the customer and client satisfaction expectations are being appropriately represented in product roadmap decisions.

Requirements

• At least 2-3 years of professional experience in client service within the financial services industry.
• Must be bilingual in English and French
• Prior experience supporting financial practices, licensed data content, or financial software solutions is desirable.
• Strong technical, presentation, and consultative skills.
• Proactive, strategic, and analytical thinker with a collaborative approach to problem-solving and project management.
• Excel in a fast-paced environment while still producing very high-quality, detail-oriented work.
• Proven organizational and multi-tasking skills, as well as a thorough solid understanding of investment data and financial analysis.

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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