Client Success Manager

Advance your career with the leading provider of corporate governance and responsible investment solutions. Institutional Shareholder Services (ISS) empowers investors and companies to build sustainable financial and social value by providing high quality data, analytics, and insight. Our clients rely on ISS' expertise and capital stewardship to help them make informed investment decisions, and our people are equally passionate about positively impacting the communities where we live and work. If you want to be a part of an exciting work culture that values innovation, collaboration, and provides you with the support you need to make a difference, we'd love to hear from you! Join our team at ISS!

Client Success Manager

ISS - Rockville

Why work for ISS?

For more than 30 years now, Institutional Shareholder Services Inc. (ISS) has been the world's leading provider of corporate governance and responsible investment solutions for asset owners, asset managers, hedge funds, and asset service providers. Institutional clients turn to us to apply their corporate governance views, identify environmental, social and governance risks, and manage their complete proxy voting needs on a global basis.

ISS is a global company, with more than 2600 employees spread across 29 offices in 15 countries. A career in ISS gives you international experience in working with market-leading experts that enable investors to incorporate corporate governance & responsible investment in their policies and practices.

The ISS Way

At ISS, our values are not as much imposed as they are inspired. We talk about ideals in terms of how it brings our people together in a culture that upholds the interests of our colleagues, shareholders and clients. Everyone at ISS is a champion of Integrity, Collaboration, Empowerment, Flexibility, Diversity and Client Service. When you join ISS, you are expected to exemplify these Values through your actions and aspirations in the workplace.

Position Overview

ISS is seeking a Client Success Manager to join its Rockville, MD team. A successful candidate will have an interest in financial operations and client service, and a desire to learn more about corporate governance. You should have proven abilities to develop strong working relationships with external clients, and product expertise to guide clients to better use ISS' products/services.

Client Success Managers are adaptable, eager and efficient problem solvers, and able to lead cross-organization initiatives. Great communication skills are a must as you represent ISS to all levels of client management. Our clients span some of the world's foremost hedge funds, pension funds and other asset managers. Managing the relationships for a portfolio of clients exposes the Client Success Manager to a wide range of institution types with daily client interaction. To succeed in the role, a Client Success Manager must learn and understand corporate governance and proxy voting services, learn your clients' business, and bring that knowledge together to provide insight, best practices, and win-win solutions to those client organizations.

Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and facilitating upsell opportunities. The Client Success Manager partners with the Sales to bring operational, industry, and product expertise to clients, to effectively manage the client experience. This includes serving as the clients' primary contact within ISS, offering support and expertise on corporate governance and proxy voting solutions, liaising with ISS Operations personnel to address client needs, and participating in the client renewal process.

Main responsibilities:

• Achieve target renewal rate through outstanding client service
• Partner with ISS team members to drive operational excellence for both new and existing clients
• Act as a trusted advisor for clients and their advocate within ISS
• Serve as domain expert on ISS suite of proxy and corporate governance solutions
• Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools
• Conduct regular calls with clients (health checks, training, relationship planning and review)
• Identify accounts at risk and create plans to ensure revenue and client retention
• Assess client reporting needs and coordinate report delivery
• Perform regular Master Account List reviews
• Manage annual due diligence process for selected clients
• Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production
• Maintain active interest in and awareness of industry trends and developments, including new ISS products and service and proactively communicate key developments to clients
• Identify and communicate up-sell opportunities to sales team to assist in closing new deals
• Provide subject matter expertise in pre-sales/up-sell/on-boarding activities
• Perform frequent testing of new product features
• Act as "quarterback" between client and internal ISS teams for key client initiatives
• Communicate market requirements to ISS business leaders
• Other special projects and initiatives for the business, as needed and assigned

Qualifications:

• Bachelor's degree required
• Experience in an account management or client service position, ideally in financial or corporate governance industries
• Strong interest in finance, with understanding of financial markets and market players

Required skills:

• Proactive attitude, innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail
• Demonstrated project management skill - define scope, resources and time lines and manage to deliverables
• Excellent organizational and verbal skills
• Proficiency in Microsoft Office product suite
• A team player able to effectively manage the expectations of a diverse and demanding client base
• Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
• Absolute personal and business integrity

#LI-JM1 #CS #ASSOCIATE

ISS is an Equal Opportunity Employer and complies with the Veteran and Disability Acts.