About the role : Senior Manager, Data Support. Manage the combined Data and Data Products L2 Support team in Madrid. Our Customer Support team is seeking a Customer Support Manager to manage our EMEA L2 support teams, leveraging Morningstar's proprietary research and software platforms.
The team provides a central point of contact for external customers to coordinate support queries in relation to various Morningstar platforms and services.
The Customer Support Manager will manage a group of team leads and entry-level support specialists, as well as several senior support specialists, and will lead process improvement initiatives, demonstrating and promoting strong client advocacy.
The role will be based in our Madrid office.
Job responsibilities : Champions our Client Service culture of performance, employee development, and process improvement.
Manages day-to-day operations for Morningstar's Client Support teams, with the assistance of team leads, ensuring services standards are attained and Client Support SLA's are met.
Mentors and coaches customer support representatives and team leads, and effectively partners with HR organization to oversee cyclical turnover of support representatives within development program.
Collaborates with Morningstar's customer success, development, sales, and product teams to resolve client issues in a timely manner and to constantly improve support SOPs.
Acting as the third point of contact for all escalated issues and applies a professional, timely, and proactive approach to internal and client communication.
Works and collaborates with global support counterparts to ensure consistently high service is delivered to our clients.
Manages relationships with internal teams, namely the Customer Success Managements teams for clients, to evolve and enhance the support teams' procedures and use of platform tools.
Provides reporting on case process and resolution times both externally to clients and internally to management, sales, data and the product group.
Partners with leadership and Customer Support Team Leads to develop and monitor policies and procedures, training programs, operating structure, information flow, etc.
to foster ideas on how to improve client support processes and lead any associated change implementations.
Provides ideas on enhancements based on client interaction.
Qualifications : Strong communication and presentation skills, both written and oral, with the ability to interact with clients who have sophisticated investment knowledge.
Proactive aptitude to build effective client relationships including the ability to anticipate client needs and to enable support teams to be responsive.
Ability to thrive in metric driven environment. Experience in a financial technology organization or developing and implementing new operating procedures highly desired.
Proven ability to perform in a demanding environment together with a flexible attitude.
Knowledge of client management process and ability to implement process improvements where required.
Ability to build, manage and provide mentorship to entry-level employees.
Bachelors' degree or equivalent preferably in business, finance or related majors.
A willingness and desire to foster relationships and manage expectations of internal teams is a must.
2-4 years of front-line client service experience required.
1-2 years of people management experience. Understanding and previous use of Morningstar products is beneficial, but not required.
Nice to have : Multilingual
Multilingual
Morningstar is an equal opportunity employer.
302 MstarEurServSL Morningstar Europe Services, S.L. Legal Entity
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.
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