Associate Customer Success Manager

Associate Customer Success Manager (Adviser Software)

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Welcome to Morningstar. We’re a people-centric company led by a mission to empower investor success.

At Morningstar, your contributions have meaning and can drive change. Across our 12,000 colleagues and 32 offices worldwide, we’ve invested in fostering a community where talented, driven people can grow. Our entrepreneurial spirit and uncompromising ethics guide everything we do. We’re always thinking about the next big thing. It’s how we grew from a startup to a global investment research company in just 35 years.

The Opportunity: We are seeking an experienced Customer Success Manager with a unique perspective. As a Customer Success Manager for Morningstar AdviserLogic and Licensee Solutions, you will provide superior service to financial adviser clients across Australia. Our Customer Success Managers combine a thorough understanding of Morningstar products with strong financial planning knowledge and business acumen to help clients make the most of our products.

This role is based in our Sydney Office and will require 3 days per week in our Barangaroo office. The role reports into our Customer Experience Manager, Adviser Software.

About you: The ideal candidate will have Australian financial planning experience or willingness to learn, with an emphasis on CRM implementation and adaption, stakeholder management and client engagement. We are seeking a results-orientated professional who can work directly and effectively in a highly collaborative agile software implementation setting. In this role, you will take ownership of the client experience from their first day onboard, including ascertaining user and stakeholder goals, and partnering to ensure product configuration, data migration, training and service is delivered to meet their goals.

Day to day could see you being involved in the following

• Presenting and educating our clients about our offerings for financial advisers, focusing on software, workflows and data; as well as on industry trends.
• Responsible for ensuring users get the most from our software and maximise retention by ensuring excellent workflow and technology integration.
• Lead training sessions digitally both direct to client and via group Webinars.
• Lead health-check reviews and ongoing service to users.
• NPS Program - contact clients, assist, evaluate and report on what they are happy with and where we can improve.
• Develop account strategies with Sales and identify new user groups and business opportunities, which will help AdviserLogic, Adviser Research Centre and Licensee Solutions meet and exceed revenue goals.
• Demonstrate superior product knowledge and consultative account management skills.
• Provide valuable client feedback and insight into the wider product team to help drive further improvements in our adviser offerings.
• Interact with our Adviser Software support teams to ensure our clients' issues are resolved in a timely manner and with our Strategic Success and Engagement team to look at delivering webinars, training and workshops at scale where possible.
• Perform other duties as necessary.

We’re interested in hearing from people who have 

• Bachelor’s Degree or equivalent
• At least 5 years of experience in client services, relationship management and/or business development focused role gained within the financial advisory services sector.
• Knowledge or experience in Morningstar Wealth solutions, including AdviserLogic.
• A competent communicator with fluent English language capabilities and a high level of articulation.
• A proactive, client-centric approach and a can-do attitude coupled with a commitment to see issues through to completion.
• Demonstrated ability to deliver superior client focused results
• The ability to work autonomously but also within a team environment, supporting multiple stakeholders.
• An ability to be creative and think strategically when understanding client requirements, problem solving and project management.
• High level of attention to detail together with good analytical skills and a responsive nature.
• Demonstrated ability to manage complex project scope and client expectations
• Strong problem-solving, analytical, and planning skills, and the ability to excel in a fast-paced environment while delivering high-quality work.
• Ability to present and write effectively
• Demonstrated client resolution skills.

It’s not essential but we would love it if you have

• Demonstrated knowledge of the advice industry competitive landscape and key market trends impacting advice firms.
• Experience with Xplan, Midwinter or other similar financial planning software

• Experience with Salesforce or other CRM systems, JIRA, Office 365 and Agile methodologies is desired.

If you meet all or some of the qualifications, we’d still love to hear from you.

Build a career that matters at Morningstar

At Morningstar, your contributions have meaning and can drive change. We offer a place where talented, driven people can grow. Our differences are our strength; the fact that we don’t all think the same way and encourage unique perspectives helps create great products and services for our clients. Morningstar deeply values diversity and considers having a diverse employee base as core to the intellectual vibrancy of our spaces, the employee experience, and ultimately our business success. We are proud that we have been acknowledged with Best Places to Work certifications in many of our global locations.

Sound like the sort of role for you? Apply now.

The preferred candidate will be subject to background screening by Morningstar or by our external third-party provider. Morningstar is an equal opportunity employer.

If you receive and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we’ve found that we’re at our best when we’re purposely together on a regular basis, typically 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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