Job Description
As a Customer Success Manager, you will be responsible for the ongoing operations and experience improvement of end-users for investment advisory products. You need to be customer-centric and engage in in-depth collaboration with financial advisors, individual investors, and partner institution contacts. By understanding their actual needs and potential pain points, you'll continuously refine product functions to boost current customer satisfaction and hit user growth goals. You will also be in charge of providing pre-sales and post-sales product training for customers, as well as promptly addressing daily product usage issues. This role requires close collaboration with teams such as Marketing and Sales. Driven by a data-driven mindset, you will evaluate and ensure customer retention effectiveness while identifying potential business growth opportunities. This position is based in our Shenzhen office.
Key Responsibilities:
- Remain accountable for overall client satisfaction as well as client renewal and retention.
- Demonstrate product capabilities to clients/users in a professional and proficient manner, including explaining product functions and the underlying methodologies.
- Design and conduct user research, conduct in-depth analysis of user behaviors, pain points, and needs, deliver actionable optimization suggestions, drive product optimization and iteration.
- Maintain close communication with users through online or offline channels, and effectively attract, retain, and drive user growth.
- Understand each client's business thoroughly and provide the best applicable practices.
- Monitor and analyze client usage data and patterns, establish a user experience indicator system, and regularly issue user experience evaluation reports.
- Identify risk factors to avoid client churn and provide valuable feedback and insights to the product manager.
- Develop account strategies with sales directors; identify new user groups and business opportunities.
Qualifications:
- A bachelor's degree is required; an advanced degree is a plus.
- A minimum of three years of experience in product operation, client retention or growth; candidates with experience in the wealth management industry are preferred.
- Excellent presentation and communication skills.
- Prior experience supporting financial practices or financial software solutions is desirable.
- Strong customer service orientation with exceptional attention to detail and the ability to thrive in a fast-paced environment.
- Passion for advisory business, paired with a strong drive to meet client satisfaction and retention goals.
- Result-oriented, with strong logical thinking ability, self-motivation, a strong sense of responsibility, and excellent execution.
产品运营经理
– 基金投顾
岗位描述
作为产品运营经理,你将负责投顾产品终端用户的持续运营与体验提升。你需要以客户为中心,与理财顾问、个人投资者以及合作机构对接方进行深度对接,通过洞察客户的实际需求与潜在痛点,持续完善现有产品功能,最终提高现有客户满意度,实现用户增长目标。你需要负责为客户提供产品售前及售后培训,及时解决日常产品使用问题。该岗位需与市场、销售等团队紧密协作,以数据思维驱动,评估保障客户留存效果,并挖掘潜在的业务增长机会。工作地点为深圳办公室。
核心职责:
- 对客户整体满意度、客户续约及客户留存效果负责。
- 以专业、熟练的方式向客户/用户演示产品能力,包括讲解产品功能及背后的方法论。
- 设计并执行用户调研(如问卷、访谈、可用性测试等),深入分析用户行为、痛点与需求,输出可落地的优化建议,推动产品优化迭代,并协助产品经理完成产品规划设计,以提升产品使用率与用户满意度。
- 通过线上或线下渠道与用户(含理财顾问、个人投资者及合作机构对接方等)保持密切沟通,有效吸引新用户并实现用户留存与增长。
- 深入理解每位客户的业务模式,为其提供适配的最佳解决方案。
- 监控并分析客户产品使用数据与行为模式,搭建用户体验指标体系,定期输出用户体验评估报告。
- 识别可能导致客户流失的风险因素,为产品经理提供有价值的反馈与洞察。
- 与销售总监共同制定客户账户策略,挖掘新用户群体与业务机会。
任职要求:
- 本科及以上学历,拥有更高学历者优先。
- 具备至少 3 年产品运营、客户留存或用户增长相关工作经验,拥有财富管理行业从业背景者优先。
- 有金融业务支持或金融软件解决方案相关服务经验者优先。
- 具备出色的演讲与沟通能力,能够通过多种演示形式及书面报告,向各类利益相关方与客户清晰传达观点。
- 具备强烈的客户服务意识与极致的细节关注度,能够在快节奏工作环境中高效开展工作。
- 对投顾业务抱有高度热情,拥有强烈的目标驱动力,致力于达成客户满意度与客户留存目标。
- 结果导向,具备出色的逻辑思维能力、分析能力,同时拥有较强的自我驱动力、责任心与高效执行力。
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.
C99_MstarResShenz Morningstar (Shenzhen) Ltd. Legal Entity