Senior Customer Success Manager - Italian Market

Morningstar · Milan · €49,800–€72,867 (stated in the posting)

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About Morningstar:

Morningstar is a leading global provider of independent investment insights, serving both individual and institutional investors across public and private markets. Our offerings include a wide range of data, research, and investment management services, with $300+ billion in assets under management. Operating in 32 countries, Morningstar supports financial advisors, asset managers, retirement plan providers, and more with comprehensive investment solutions.

About the role

We are seeking a Senior Customer Success Manager looking to manage and grow the Italian territory developing key relationships, ensuring renewals and acting as an account partner. In this role, you will work closely with clients of our flagship platform, Morningstar Direct, to understand their business objectives, help them maximize the value of Morningstar Direct, and deliver measurable ROI to support retention and account growth. Acting as a trusted partner, you will represent Morningstar and ensure a consistently high standard of service. 

As part of a global Customer Success team, you will collaborate with peers, product managers, and colleagues across Morningstar offices worldwide, gaining deep exposure to the financial industry and Morningstar’s data, analysis, and research. Morningstar offers a dynamic, collaborative, and inclusive culture that supports learning and growth. 

Job responsibilities

• Work closely with our flagship product, Direct, to ensure high levels of service delivery and customer ROI. 

• Serve as a single point of contact for post-sales services and ongoing client engagement. 

• Develop proactive strategic initiatives to grow your accounts 

• Intensify relationships with key stakeholders and buyers 

• Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and liaising with data contributors, all the while contributing to changing and enhancing processes. 

• Proactively build effective client relationships, including the ability to anticipate and listen to our clients’ needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships, act as the key product expert and come to a better understanding of how they use and manage our products & data; and identify opportunities this may present for Morningstar. 

• Proactively contribute to the renewal process and drive a strong renewal rate by continuously managing client satisfaction levels; coordinating with technology and product management teams to refine existing client solutions; and working closely with sales teams to identify & evaluate potential upsell opportunities. 

• Maintain and build strong client relationships by creating feedback loops that identify key areas for improvement in our service offerings. 

• Implement an effective onboarding experience for the customer, offering training and senior assistance to increase the product adoption. 

• Own, coordinate and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary escalation point for assigned clients. Collaborate with other internal resources as necessary until an issue is resolved and communicated back to the relevant stakeholders 

• Maintain a thorough insight about our data, research and technology solutions and build channels in conjunction with our sales and product teams for communicating to clients and internal stakeholders to ensure an efficient process to guide clients in their interaction with Morningstar and our solutions. 

• Work closely with our global data & product teams to ensure efficient delivery of new or existing data sets & product capabilities to clients. 

Qualifications 

• Fluency in Italian and English is mandatory. Fluency in French is a plus. 

• Flexibility to travel abroad when required 

• Strong communication and presentation skills both written and oral. 

• Strong client service ethic; and proven organisational and multitasking skills. 

• Organised with an analytical approach and the ability to work in a dynamic environment. 

• An ability to be creative and think strategically when it comes to problem solving. 

• Ease in dealing with ambiguity; ability to create focus, coordination and keeping internal & external stakeholders on track. 

• Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas. 

• Strong industry knowledge; investment and analytical skills together with the ability to prioritise projects and tasks. 

• Sound technical understanding of systems, data collection and delivery. 

• Deep knowledge of the investment and competitive landscape; and market trends impacting our clients. 

• Bachelor’s degree or equivalent with a strong academic record. 

Ready to Shape the Future?

At Morningstar, every hire we make strengthens our mission to empower investor success. Apply now and help shape the future of investing with us.

Base Salary Compensation Range

Bonus Target:

We expect the compensation and target bonus for this role to fall within the stated range. The specific compensation offered will depend on the candidate’s qualifications, experience, and other job-related factors.

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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