Customer Success Manager

Morningstar · Tokyo

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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:

Morningstar is seeking Customer Success Manager for Morningstar Direct. As a Customer Success Manager, you will provide superior service to institutional investment software clients and users. This role will interact extensively with clients at asset management, investment consulting, insurance, wealth management, and plan sponsor companies that use Morningstar Direct and other institutional products. Our Customer Success Managers combine a thorough understanding of Morningstar’s products with strong investment knowledge and business acumen to help clients make the most of our products. This position is based in Tokyo. The hiring entity is Ibbotson Associates Japan, which is a subsidiary of Morningstar, Inc.

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 needs 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.
• Build a deep understanding of client workflows, business objectives, and challenges to deliver tailored solutions, improve business outcomes, and maximize customer value.
• Proactively identify opportunities to improve client workflows and address business challenges through effective use of Morningstar solutions.

Qualifications

• Strong communication and presentation skills, both written and oral.
• Strong customer-centric, strategic approach as well as a curious and solution driven mindset.
• Fluency in Japanese and English is required.
• Experience in the Financial Services industry is preferred.
• Ability to develop strong internal and external partnerships and relationships.
• Bachelor’s degree or equivalent.
• Curiosity and openness to leveraging new technologies, including AI-enabled tools, to enhance productivity and client outcomes.

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.

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.

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