Bilingual 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:  

Morningstar is seeking a French Bilingual Customer Success Managers for Morningstar Direct, Morningstar Office, and Morningstar Enterprise Teams. Morningstar Direct - As a Direct 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 requires occasional client-facing travel within an assigned territory and is based in Toronto.

Responsibilities 

•  Educate clients about our software, focusing on data, functionality and features; as well as on industry trends. 

• Identify opportunities within existing accounts, participate in account reviews and provide initial product demonstrations. 

• Collaborate on account strategies with Sales and identify new user groups and business opportunities, which will help Morningstar meet and exceed revenue goals. 

• Responsible for converting product trials into subscriptions, promoting product usage, and maximizing client retention by helping companies integrate our products with their workflows. 

• Demonstrate superior product knowledge and consultative account management skills. 

• Provide valuable feedback and insight to the product team and developers. 

• Interact with Morningstar’s data operations group, product managers, and internal service consultants to resolve client issues in a timely manner. 

• Contribute to market research, marketing and promotional events, and other projects as needed.

Requirements 

• Bilingual in English and French (required).

• Prior experience supporting financial practices, licensed data content, or financial software solutions is preferred.

• Proven organizational and multi-tasking skills, as well as a thorough solid understanding of investment data and financial analysis.

• Strong customer service orientation with exceptional attention to detail and the ability to thrive in a fast-paced environment.

• Proactive, strategic, and creative thinker with a collaborative approach to problem-solving and project management.

• Minimum of 3 years’ experience in customer service, training, or sales.

• Strong quantitative aptitude with a proven ability to build and maintain long-term client relationships.

• Excellent communication and interpersonal skills, with the ability to present confidently to clients who possess advanced investment knowledge and business acumen.

• Bachelor’s degree or equivalent required.

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.