Total 7 job vacancies by Morningstar Research Pte. Limited

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 looking for an experienced professional to join our Sales and Services team. The Regional Operations Director shall work to define processes and operational excellence for the CSM organization. This role operationalizes our CSM strategy, process, and Success Platform to grow and scale the Success organization. This is a highly visible role within Success, as your interactions will touch key leaders of all CS functions. Working cross functionally with a broad set of business partners, you will use keen business process understanding, appreciation for simplicity and quality, critical thinking, and a bit of elbow grease to craft holistic solutions that meet business and technology objectives while furthering Morningstar’s long-range goals. The ideal candidate is an effective communicator, partners across multiple internal teams, can coordinate operations across a global team, and is focused on execution.

Job Responsibilities:

• Success Process: Design and manage the key business processes of Customer Success, including Onboarding, Value Realization/Adoption, and Renewal/Expansion
• Reporting: Monitor the effectiveness of the processes and look for new ways to drive efficiency
• Analysis: Act as the business analyst and process owner for technology implementations while partnering with the Corporate Systems team
• Success Technology: Administer, configure, and maintain Morningstar’s Customer Success platform (e.g. Gainsight, ChurnZero, Catalyst)
• Alignment: Collaborate with Success leaders to drive effective cross-functional and cross-collaboration alignment to deliver Success-wide outcomes (eg Cost to serve coverage models, customer segmentation modeling and scale, Success Bookings pacing and trends)

Qualifications:

• 10+ years operating in a SaaS oriented Customer Success function (as outlined above), sales/business operations
• 7+ years CSM/Sales tool experience - Salesforce required; experience n CS platforms such as Gainsight, ChurnZero, ClientSuccess, Catalyst is highly desirable
• Strategy and Operations experience
• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Excellent critical thinking skills with the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Clear communicator with excellent written, verbal, and listening skills
• Strong project management and task organization skills with the ability to manage projects to a deadline

Job Overview

The Senior Manager, Customer Support manages a team of Customer Support Specialists, Technical Support Specialists and Associate Managers, Customer Support. They are responsible for auditing performance, ensuring successful onboarding and collaborating with the Director, Customer Support to develop business strategy and set regional Customer Support strategy. Ultimately, the Manager, Customer Support is responsible for managing an effective Customer Support team with an emphasis on professional development.

Team Overview

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.

Outline of Duties and Responsibilities

· Manage and lead a team of Customer Support Specialists, Associate Managers and Team Leads to achieve SLA and meet quality standards for all client work

· Ensure all new team members are successfully onboarded working with the Team Lead and Associate Manager to manage an effective process; facilitate trainings as needed

· Provide coaching and career development for team members

· Maintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities and support career development

· Audit customer chat, email and phone interactions monthly for quality and process adherence

· Run performance reports in Salesforce and Tableau to track team results and update the Director, Customer Support weekly

· Set team schedule in concert with other global offices to ensure overlapping business hour coverage

· Conduct biweekly team meetings to update Customer Support Specialists on best practices and continuing expectations

· Collaborate with the Director, Customer Support to develop the overall support strategy within the Customer Success organization

· Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues

· Participate in Customer Support promotion and hiring process. Serve as the final decision on new hires for the team

· Leverage a suite of tools including Salesforce and Talkdesk to monitor workflow, SLA and team performance

· Cross collaborate with other departments from Product to Research to provide actionable feedback and help innovate our internal processes

· Continually evaluate the opportunity for process improvements and implement best practices

· Regularly review Highspot to ensure you and your team are knowledgeable on the latest product and data initiatives and releases

· Collaborate with Customer Support management in other PitchBook locations on process design and implementation as well as overall team initiatives

· Support the vision and values of the company through role modeling and encouraging desired behaviors

· Participate in various company initiatives and projects as requested

· Support the vision and values of the company through role modeling and encouraging desired behaviors.

· Participate in various company initiatives and projects as requested.

Experience, Skills and Qualifications

· Bachelor’s degree or equivalent experience required.

· 5+ years previous experience in customer support or operations experience and 2+ years leading a team, ideally in a Customer Support or Operations environment

· Demonstrated success with workflow optimization in a real time, fast paced environment

· Proficient with Salesforce or similar CRM preferred

· Proficient with MS Excel including pivot tables and advanced formulas

· Have knowledge of SQL, ability to modify basic queries

· Have excellent verbal and written communication skills with a keen eye for detail

· A client first attitude and love to engage with customers

· Interested in financial markets or services, particularly private equity and venture capital

· Ability to operate with a strong sense of urgency and deliver results

· Have terrific prioritization skills to high call volume in parallel with project work

· Comfortable to engage with a diverse array of customers

· Team player with the desire to try new ideas in order to achieve greater levels of success

· Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word and Excel with the ability to pick up new systems and software easily.

Working Conditions

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Job Overview

The Account Manager, Small Medium Business (SMB) manages PitchBook’s small, medium business customer relationships, working to build a sales strategy that leads to retention, renewals and customer satisfaction. They are dedicated to maximizing the value their clients receive from PitchBook by building relationships with key decision makers and are responsible for all aspects of their clients’ experience with PitchBook and will onboard, train, engage, grow and renew their book of clients.

Team Overview

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook platform.

Outline of Duties and Responsibilities

· Act as primary point of contact and business partner for a dedicated portfolio of PitchBook’s key SMB clients via in-person meetings, phone and/or email.

· Achieve retention and sales goals measured monthly and quarterly while providing excellent client support.

· Identify opportunities to retain and grow existing user base within portfolio of accounts to achieve and consistently exceed retention and sales goals.

· Develop and own the retention strategy; define growth goals and execution plans to increase engagement and footprint with SMB clients and anticipate future needs.

· Acts as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform.

· Onboard new users and conduct training sessions, including in person, designed to meet the individual business needs of each client.

· Conduct formal business reviews with each client designed to measure renewal probability, client satisfaction and to provide continual product education.

· Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption.

· Efficiently and thoroughly manage your pipeline and oversee the renewal and upgrade process with each assigned account.

· Use Tableau to effectively manage client relationship through call logging, usage data monitoring and task management.

· Use Gong regularly to review client calls, provide product feedback and self-evaluate.

· Work continuously to document the details of each client interaction in Salesforce in order to improve the customer information and drive retention.

· Drive engagement with clients through personally crafted sequences and/or marketing provided materials via Highspot.

· Utilize Outreach to assist in regular and timely communication with clients as needed.

· Participate in monthly SMB meetings to share learnings, success stories and to improve processes.

· Support the vision and values of the company through role modeling and encouraging desired behaviors.

· Participate in various company initiatives and projects as requested.

Experience, Skills and Qualifications

· Bachelor’s degree or equivalent experience required.

· 2+ years of sales or account management experience.

· Proven ability to close deals with relevant stakeholders and oversee the end to end sales process.

· Prior experience with Salesforce or similar CRM to forecast sales and maintain updated records of client interactions.

· Have excellent verbal and written communication skills with a keen eye for detail.

· Exemplary presentation skills; comfortable to engage a diverse array of clients.

· Interest in the PE / VC marketplace preferred.

· Curious, able and interested to learn about client needs.

· Organized with terrific prioritization skills.

· Self-motivated, persistent, goal-oriented attitude and can work effectively as part of a team.

· Possessing strong negotiation skills, persistence and resiliency.

· Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word and Excel with the ability to pick up new systems and software easily.

Working Conditions

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Job Overview

The Customer Success Manager – Key Accounts supports accounts that are of strategic importance to PitchBook and works with a team to complete all account-related requests and activities. They will develop a deep knowledge of their clients’ industries and sectors, their strategic business needs, and help optimize usage of all relevant PitchBook products. They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.

Team Overview

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.

Outline of Duties and Responsibilities

• Achieve Net Renewal Rate goals measured quarterly while providing excellent support to Key Account clients
• Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from PitchBook products
• Onboard new clients and conduct training sessions, including in person, designed to meet the individual business needs of each client.
• Proactively go above and beyond to ensure client satisfaction and success throughout the entire client lifecycle.
• Conduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction, and to provide continual product education.
• Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption.
• Build PitchBook champions at all levels of seniority at client firm
• Engage regularly with Account Managers to strategize account retention and growth opportunities.
• Partner with global CSM team as needed to provide additional coverage for large business clients
• Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach.
• Use SalesForce and Tableau to effectively manage client relationship through call logging, usage data monitoring and task management.
• Work continuously to document the details of each client interaction in Salesforce to improve customer information and drive retention.
• Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot.
• Utilize Outreach to assist in regular and timely communication with clients as needed.
• Comprehend and demonstrate, why and how each of our client types engages with our product and our data.
• Support the vision and values of the company through role modeling and encouraging desired behaviors.
• Participate in various company initiatives and projects as requested.

Experience, Skills and Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years of account management experience preferred.
• Have excellent verbal and written communication skills with a keen eye for detail.
• Enjoys relationship building; comfortable to engage a diverse array of clients to learn their business needs and provide value.
• Exemplary presentation skills.
• Has an appreciation for the PE / VC marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data.
• Curious, able and interested to learn about client needs.
• Organized with terrific prioritization skills.
• Self-motivated, persistent, goal-oriented attitude and can work effectively as part of a team.
• Possessing strong negotiation skills, persistence and resiliency.

Working Conditions

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

About the role: Our equities research group in Singapore is seeking a motivated senior analyst with experience analyzing, valuing and making investment recommendations on Asia ex-China banks. Knowledge of insurance companies is also helpful. Performing fundamental analysis within our well-defined research framework, the analyst will write research reports and determine fair values on a select group of Asia ex-China financial companies. The senior analyst will also be accountable for pitching investment ideas internally and externally in accordance with Morningstar’s investment methodology. The candidate must possess strong English and solid Japanese writing and communication skills.

Job responsibilities:

• Research, analyze and determine equity fair values on 19 Asia ex-China banks and insurance companies. These include HSBC, Mitsubishi UFJ Financial Group, DBS and Tokio Marine.
• Build valuation models on coverage companies, focusing on key business drivers and scenario analysis.
• Regularly publish reports and in-depth research pieces on coverage companies and industries.
• Develop relationships with coverage companies and industry participants to enhance research and build brand.
• Show a constant interest in pushing Morningstar’s research methodology and business forward.
• Proactively surface attractive investment ideas internally and externally to support all products and clients.
• Network with Morningstar global sector teams regarding content, methodology, product, workflow, etc.
• Have strong self-motivation and not require micro-management to complete tasks.
• Act with independence and investors first attitude at all times.

Qualifications:

• Possess independence, critical thinking skills, and a passion for investing.
• Communicate-well in English and Japanese, both written and orally.
• Have a bias toward long-term fundamental research and investing.
• Work well within a team and be capable of respectfully accepting and providing constructive feedback.
• Make timely decisions under demanding deadlines, sometimes with incomplete information.
• Interest in developing financial modeling skills together with knowledge of business valuation techniques.
• Minimum of bachelor’s degree.
• Graduate degree or CFA designation preferred.
• At least 10 years of experience gained in an analyst position, with some experience in the sell-side a plus but we will also consider those with credit research experience as long as thought leadership can be demonstrated.
• Fluency in English and Japanese mandatory.

Job Overview

As a Senior Director, Account Development, you will sell into PitchBook’s largest customer accounts regionally alongside the dedicated Account Managers. Account Development Managers work to drive value that leads to upsells, expansion into other areas of an account and customer satisfaction. The Account Development Manager will be dedicated to finding additional opportunities regionally within current client accounts by establishing lasting relationships with key decision makers.

Team Overview

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook platform.

Outline of Duties and Responsibilities

· Act as primary point of contact and business partner for a dedicated portfolio of PitchBook’s key regional clients via in-person meetings, phone and/or email.

· Identify growth opportunities regionally to expand existing user base within portfolio of accounts.

· Achieve sales and retention goals measured quarterly while providing excellent support to account managers and clients.

· Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach.

· Work collaboratively with a designated Account Manager, Customer Success Managers and Customer Success Associates to strategize on regional account retention and growth opportunities.

· Go above and beyond to ensure customer satisfaction with quarterly business reviews and continual product education.

· Efficiently and thoroughly manage your pipeline and oversee the end to end sales cycle.

· Effectively prospect new accounts as needed, creatively leveraging various channels including events, Salesforce, LinkedIn Navigator and others.

· Use Salesforce to effectively manage client relationship through client interactions, account mapping, pipeline and task management.

· Drive engagement with prospective clients through personally crafted sequences and/or marketing provided materials via Highspot.

· Use Gong regularly to review client calls, provide product feedback and self-evaluate.

· Participate in monthly global account manager meetings to share learnings, success stories and to improve processes.

· Support the vision and values of the company through role modeling and encouraging desired behaviors.

· Participate in various company initiatives and projects as requested.

Experience, Skills and Qualifications

· Bachelor’s degree or equivalent experience.

· 5-7 years of sales or account management experience with enterprise accounts.

· Proven ability to close complex deals with high level executives and oversee the end to end sales process.

· Prior experience with Salesforce or similar CRM to forecast sales and maintain updated records of client. Interactions.

· Have excellent verbal and written communication skills with a keen eye for detail.

· Exemplary presentation skills; comfortable to engage a diverse array of clients.

· Knowledge of the MS Office suite including Outlook, Word and Excel.

· Interest in the PE / VC marketplace preferred.

· Curious, able and interested to learn about client needs.

· Organized with terrific prioritization skills.

· Self-motivated, persistent, goal-oriented attitude and can work effectively as part of a team.

· Possessing strong negotiation skills, persistence and resiliency.

Working Conditions

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Job Description

About the role:

The International Marketing team delivers integrated demand generation campaigns across all channels to provide a pipeline of leads. The team consists of digital marketers, event planners, regional marketers, designers, writers, and communications. This collaborative team acts as an in-house agency that serves the marketing needs across our key businesses and markets. The team works globally to maintain a consistent brand experience everywhere Morningstar serves investors.

Key to our success is our ability to engage with prospects and clients through the buyer’s journey, crafting sophisticated integrated marketing campaigns that leverage our marketing automation and CRM platforms and deliver content to buyers where they want it, when they want it. In order to deliver operational excellence for marketing automation, we are seeking a Marketing Associate to execute all aspects of campaign workflow within our instance of Eloqua.

As the Digital Marketing specialist, you will join both the regional team for Asia Pacific, and the specialist digital and marketing operations team – a globally based team of marketing automation experts based in Chicago, Amsterdam, London, Milan, Mumbai. With this team you will contribute to build campaigns that deliver the right content to the right prospects. We will invest in training on the best in class software and you will learn agile working methods. This role reports to the Senior Marketing Manager, Asia Pacific, in Hong Kong.

Job responsibilities:

• Develop, implement and optimize the integrated digital marketing campaigns in order to support the overall demand generation objective through utilising our marketing technology stack, such as building emails, developing workflow rules, and building forms and landing pages.
• In collaboration with the Senior Marketing Manager and the digital marketing team in EMEA, assist to plan and execute the paid search and social advertising tactics tailored for the region
• Perform all technical tasks which include:
• Creation of email marketing content such as newsletters, event e-invitation, etc.
• Maintain data governance in contact databases in Eloqua
• Create and maintain website content in ContentStack
• Plan and host webinars using BrightTalk
• Utilize analytics tools to measure and report on the performance of all digital marketing campaigns
• Works with marketing analysts to review campaign metrics and provides regular updates on performance to broader marketing and sales team.
• Works closely with Marketing teams to map appropriate content, assets, and promotions needed by channel to engage specific audiences based on Morningstar's target profiles.
• Creates segments for marketing campaigns based on criteria defined by our buyer personas.
• Promotes data integrity best practices for maintaining a healthy contact database.
• Documents and communicates best practices for integrated marketing programs across the organisation, including recommendations on where improvements can be made.

Qualifications

• Bachelor’s degree or equivalent, with 3-5 years of hands-on digital marketing experience, ideally in a multi-national firm.
• A strong knowledge of digital marketing and social advertising standards and best practices.
• Proven track record of planning, executing and monitoring successful digital marketing campaigns.
• Practical experience of applying digital and marketing automation tools like Eloqua, Tableau and SalesForce CRM would be highly preferred.
• Technically minded. Skilled in problem solving, and time management.
• Self-starter and passion for delivering results.
• Must be data driven.
• Meticulous attention to detail, process-improvement mindset.
• Fluent written and spoken English and Chinese including Mandarin.
• Experience working in B2B marketing within financial industry would be ideal.