Client Success Consultant - Governance Solutions at Institutional Shareholder Services in Rockville, Maryland

Job Description:

Institutional Shareholder Services

Location: New York, NY, US | Rockville, MD, US
Type: Full time
Req ID: JR_7732

Let’s be #BrilliantTogether

ISS STOXX is seeking a Client Success Consultant to join its New York or Rockville, MD team. A successful candidate will have a background in finance and client service, and a desire to learn more about corporate governance. As a Client Success Consultant, you will develop strong working relationships with clients that span some of the world's foremost hedge funds, pension funds and other asset managers. In this role, you will learn about corporate governance and proxy voting services, learn about your clients’ businesses, and bring that knowledge together to provide insight, best practices, and win-win solutions to those client organizations. You will serve as an expert on ISS’ governance solutions, and you will guide clients how to best utilize ISS’ products and services. You will also assist with pitching new business and completing RFPs.

Internally, the Client Success Consultant will partner with Sales to bring operational, industry, and product expertise 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, addressing clients’ operational needs, and participating in the client renewal process.

Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and facilitating upsell opportunities.

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

• Manage annual due diligence process for selected clients

• 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

• Minimum of 5 years of 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

This role is being recruited in Rockville, MD and New York City.

Base salary: The Rockville, MD and New York City expected base pay range is $80,000- $100,000 per year. Exact compensation may vary based on location, skills, experience, and level of education.

The role is bonus or sales incentive eligible.

#LI-MK1 #MidSenior #CS

What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

Founded in 1985 as Institutional Shareholder Services (ISS) Inc., ISS Governance is a leading global provider of independent and objective shareholder meeting research and recommendations, providing multiple voting policy choices as well as end-to-end workflow solutions for institutional investors. More than 1,600 clients worldwide utilize ISS Governance’s actionable expertise to help them make informed investment stewardship decisions, and to help them manage their voting responsibilities. Covering over 50,000 meetings annually, ISS Governance leverages its extensive global footprint, deep experience, high quality data and analysis, unified client support, and technology infrastructure to continuously evolve and extend its innovative suite of solutions to meet clients’ evolving portfolio, fiduciary, and stewardship requirements.

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

We are proud to offer the following featured benefits

• Medical, Dental, and Vision coverage
• 401(k) with a company match up to 9%, including a Safe Harbor contribution
• Flexible Spending Account (FSA) and commuter benefit programs
• Generous paid time off
• Volunteer Day
• Paid parental leave
• Hybrid working options
• Midtown - centrally located near Grand Central Station and Port Authority

Institutional Shareholder Services Inc. (ISS) is an equal employment opportunity employer and does not discriminate against any employee or applicant because of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements. For more information, please view https://www.dol.gov/agencies/ofccp/posters.

ISS is committed to complying fully with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local laws. ISS is also committed to ensuring equal opportunity in employment for qualified person with disabilities. ISS prohibits discrimination against applicants and employees on the basis of disability as it pertains to the job application and hiring process and other terms and conditions of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact ISS_Careers_Accommodations@issgovernance.com. This email is created exclusively to assist disabled job seekers where disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages sent for other purposes, such as following up on an application or other technical issues not related to a disability, will not receive a response.

ISS Inc. is an equal opportunity employer committed to diversifying its workforce. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, protected veterans or individuals with disabilities, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy/maternity leave), veteran status, or any other characteristic protected by law.

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