Customer Success Operations Manager

Job Responsibilities:

• Driving Customer Success Best Practices: Maintain operational excellence and global consistency across CS teams and business units to effectively measure and report on the global function’s impact. Understanding key customer success metrics and industry best practices is a key component to managing execution and adoption.
• Process Design: Help design measurable processes and documentation that provide critical views against Customer Success key performance indicators.
• Partner with Enablement: Help launch new processes and/or systems to global CS teams
• Data Analysis: Regularly analyze Customer Success data to identify trends across products, regions, segments and other persona-based categories. These insights will help evolve programs and spread awareness cross-departmentally for the biggest revenue impact.  Help develop recommendations for program optimizations and ongoing evolution.  
• Forecasting: Develop analytical forecasts for account health and renewals based on transactional and behavioral patterns. Understanding CS activities, measurability and bandwidth allow for improved organizational planning and capacity management.
• Operational System Management: Manage UAT testing and quality assurance for new and existing processes across various CS platforms (Salesforce, Gong, Tableau, Spekit, Seismic, Gainsight and Learning Management Systems.
• Act as an admin for our Customer Success Platform, Gainsight. Complete vendor-provided training and certification in order to innovate, curate and maintain critical workflows for our global Customer Success Managers.
• Data Visualization: Create and maintain CS data through various business intelligence dashboards that cater to CSM, Manager and Executive Leadership levels.

Qualifications:

• 3+ years in Customer Success, Operations, Sales, or project management at a SaaS-based company (experience as Business Analyst or Data Scientist a plus)
• Strong data analysis and excel skills (data manipulation).  
• Ability to build strong cross-departmental relationships and influence others without reporting-line authority.
• Strong understanding of Morningstar product data, business intelligence best practices and CRM data.
• Extensive experience in developing and maintaining dashboards and reports in Tableau and Salesforce (Tableau developer experience and/or Salesforce admin experience a major plus).
• Experience in exploring, profiling, and manipulating data sets using SQL

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.