Bilingual Customer Success Manager

The Role:

In this role, you will provide world-class support and service to our institutional data and software clients, as well as independent advisors. You will develop a deep understanding of how clients use our solutions to achieve their business objectives, drive retention, and partner with Sales to identify growth opportunities. You will also collaborate closely with cross-functional teams, including Sales, Product, Support, and Implementation, to advocate for client needs, resolve challenges, and deliver a seamless client experience. We are seeking a bilingual professional fluent in both English and French, as this role requires supporting clients across both languages. The Bilingual Customer Success Manager combines deep knowledge of Morningstar's Advisor Software, Licensed Data, and AI-powered solutions with strong investment expertise, technical proficiency, and business acumen to help clients maximize the value of our products, services, and emerging technologies.

This position is based in Toronto, Ontario, and includes occasional travel to meet with clients and support strategic initiatives.

Responsibilities

• Build and maintain trusted relationships with enterprise clients and independent advisors, developing a deep understanding of their business objectives, workflows, challenges, and success criteria to drive customer retention and long-term success.
• Develop and execute strategic account plans, proactively monitoring client health and risks, coordinating cross-functional teams, driving value-added activities, and identifying growth opportunities to ensure successful client outcomes and seamless experiences.
• Lead proactive client engagement through regular touchpoints, business reviews, and strategic discussions that drive product adoption, value realization, and long-term retention.
• Demonstrate strong knowledge of products, industry trends, and client workflows to provide consultative guidance, uncover opportunities, and position solutions that support client goals
• Lead client training and enablement efforts by delivering tailored onboarding, training sessions, and best-practice guidance to drive user adoption, and long-term success.
• Identify and influence expansion opportunities through meaningful client discovery, utilization analysis, and collaboration with Sales and Product teams to drive business growth and increased customer value.
• Act as the voice of the customer by identifying client needs, escalating issues when necessary, providing feedback to internal stakeholders, and advocating for solutions that improve client outcomes.

Requirements

• Bachelor’s degree in Business, Finance, Economics, or a related field
• 5+ years of experience in Customer Success, Account Management, Relationship Management, Consulting, or a client-facing role.
• Must be bilingual in English and French.
• Experience supporting financial services clients and technology solutions, including financial software platforms, APIs, market data, and data feeds, is highly desirable.
• Proven ability to build trusted relationships and influence stakeholders at all levels, including senior leaders and decision-makers.
• Ability to manage multiple client relationships, priorities, and initiatives in a fast-paced environment, demonstrating adaptability and resilience in the face of change.
• Excellent communication, presentation, and facilitation skills with the ability to simplify complex concepts.
• Proactive, strategic, and analytical thinker with a collaborative approach to problem-solving.
• Strong technical and consultative skills with the ability to drive client adoption and business value.
• Curiosity and willingness to embrace emerging technologies, including AI, with the ability to quickly learn new tools and apply them to improve client experiences, internal efficiencies, and business outcomes.

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 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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