Jiby Vettickal

About Jiby Vettickal

Accomplished leader with 20+ years of experience growing teams, elevating customer experiences, and driving product adoption across global markets. I specialize in coaching, employee development, and change management, with a track record of transforming teams into high-performing customer-focused partners.I collaborate closely with cross-functional and global stakeholders to ensure clients realize measurable value from their solutions. Known for building strong cultures, I focus on creating environments where people feel supported, empowered, and motivated to do their best work.Passionate about developing talent, strengthening customer relationships, and leading teams through growth and change.

Experience

1. Team Lead, Customer Success

   Morningstar

   Nov 2021 — Present

   Lead onboarding, training, and enablement of Onboarding Specialists and Customer Success Managers, with a focus on elevating client engagement and driving consistent, scalable best practices. Through targeted coaching on client interactions, I helped accelerate adoption of a newly launched platform from 10% to 40% in less than a year. I also designed and implemented a Gong AI–based scoring and trend‑identification framework for virtual client meetings, enabling more effective coaching, performance insights, and knowledge sharing across regions.I create and curate enablement content for weekly team meetings, centering on helping clients realize value from Morningstar products, uncovering revenue opportunities, and fostering a strong, collaborative team culture. By partnering closely with clients to capture structured product feedback, I contributed to a 75% improvement in bug‑fix turnaround time through clearer prioritization and cross‑functional alignment. I regularly conduct quarterly cancellation analyses to identify high‑risk segments and drive targeted adoption and retention strategies, sustaining a 101% year-over-year NRR.I\'ve also supported major operating-model transformations, including team restructures and the transition of one group to dedicated account ownership, using usage, revenue, and engagement data to optimize client allocation.

Education

• George Mason University

  Master of Business Administration (MBA), Global Business Management

• George Mason University – Costello College of Business

  BS, Finance

Skills

• Fixed Income
• Relationship Management
• Investment Advisory
• Investment Strategies
• Institutional Sales
• Asset Management
• Morningstar Direct
• Equities
• Investment Management
• Portfolio Management
• Investments
• Business Development
• Wealth Management
• Asset Allocation
• Banking
• Mutual Funds
• Hedge Funds