Bilingual Associate Customer Success Manager
Job Description
Description
Bilingual Associate Customer Success Manager page is loaded
Bilingual Associate Customer Success Manager
Apply locations Toronto time type Full time posted on Posted Yesterday job requisition id REQ-
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
Company
Morningstar Credit Ratings, LLC
Location
Toronto
Country
Canada
Salary
100.000
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