Manager, Client Relations

Overview
Do you want to build a more sustainable future? It starts with creating a more sustainable economy, and this position places you at the center of that revolution.
Sustainalytics' mission is to provide the insights required for investors to make more informed decisions that lead to a more just and sustainable economy. The Client Relations team is central to this mission - we support our investor clients to effectively leverage Sustainalytics' solutions so that they can identify, understand and manage ESG-related risks and opportunities.
The Manager, Client Relations will play an integral part in our work with leading Canadian and global asset managers, asset owners, wealth managers and banks. In this role you will be responsible for the client experience, including the growth and retention of your own client portfolio as well as supporting senior client advisors.
You'll work in a rapidly growing team of optimistic and change-driven colleagues from across the globe. As a member of this team, you will be uniquely positioned to engage externally with key stakeholders and decision makers of our clients, as well as internally with Sustainalytics' thought leaders across various ESG topics.
Responsibilities
This is an exciting role with a broad remit, with lots of opportunity to lead independently on projects and to develop skills and knowledge across a range of responsibilities and topics. Responsibilities include:

• Provide excellent client service including responding to client queries, supporting data delivery, managing issue resolution, supporting change management where needed and maintaining accurate data records to support efficient processes.
• Developing subject matter expertise on Sustainalytics' products and use cases to support our clients with presentations, training, onboarding and the application of our research and data.
• Apply a customer improvement approach including:
  • Developing and executing on account management plans, understanding current and future needs;
  • Identifying and developing upsell opportunities in collaboration with the Sales team;
  • Supporting product to market strategies;
  • Identifying and mitigating churn risk signals; and
  • Meeting regularly with clients (online and in person) to discuss strategic priorities and seek feedback.
• Act as trusted advisor, supporting clients' ESG strategy development by providing advice and guidance on market best practices and developing a deep understanding of different approaches to integrating ESG data and research.
• Act as a liaison between clients and Sustainalytics' internal teams including understanding client and market needs and communicating these to product and innovation teams.
• Collaborate with internal teams to resolve client queries and support strategic initiatives, including leading on local projects.

Qualifications
The ideal candidate is collaborative, dynamic and solutions-oriented, with a good understanding of the investor landscape and responsible investment trends. We are open to considering a diversity of experiences and your enthusiasm and ambition to contribute to a more just and sustainable economy is the most important.
Some of the skills and abilities we look for include:

• At least 5-8 years related work experience; preferably including customer success or account management role(s).
• Demonstrated knowledge of financial services and ESG.
• Excellent interpersonal, communication and presentation skills.
• Experience and an aptitude in leading projects from start to finish with little oversight.
• Analytical skills, strong attention to detail and comfort in working with data sets.
• Alignment with Sustainalytics' mission, vision, and values.
• Bachelor's degree in related discipline.
• Desired, not required, Master's degree in related discipline or qualification such as CFA.

Your career with Sustainalytics

• Work with like-minded colleagues from around the world, including Amsterdam, Paris, Frankfurt, Stockholm, New York, London, Mumbai, Tokyo and more.
• Be on the cutting edge of the ESG action and position yourself as a leader in the sustainability space.
• Warm, friendly collaborative culture with emphasis on fun, learning and work-life balance.
• Gain access to a wealth of internal training and education to support your professional development.
• Benefit from a transparent performance and compensation structure.
• Engage with 15+ Employee Resource & Affinity Groups such as the Women's Initiative, Women in Technology, Out at Morningstar, Sustainability Network, Allies and Black, Caribbean and African Network.

About Morningstar Sustainalytics
We believe that it is imperative for the global economy to become more just and sustainable. Our mission is to provide the insights required for investors and companies to help make that happen. Sustainalytics, a Morningstar company, is a leading provider of Environmental, Social, and Governance (ESG) research. Members of the team choose to work for Sustainalytics to have a positive impact not only on financial markets in their daily work, but more importantly for the planet and its people. We operate in a lively and collaborative environment, where each day is different.
For more information, visit www.sustainalytics.com
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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