Client Success Associate at Institutional Shareholder Services in Boston, Massachusetts

Job Description:

Institutional Shareholder Services

Location: Red Bank, NJ, US | Boston, MA, US
Type: Full time
Req ID: JR_7588

Let’s be #BrilliantTogether

ISS Stoxx is hiring! ISS Market Intelligence is looking to add an individual to their client success team.

Client Success is an important role on our team that ensures that our clients have a positive experience on all ISS MI’s platforms and are able to effectively leverage our solutions to increase their productivity. Our team members interact with clients over the phone, on our website, through emails, through webinars, as well as face-to-face meetings. You will have the opportunity to retain and enhance existing client relationships, while cultivating new ones in order to grow and support their use of our products. The goal of our team is to ensure that every one of our clients knows about and is able to access every tool at their disposal as easily as possible, to enhance their satisfaction with our product and to increase efficiencies in their daily workflow.

Key Responsibilities

• Provide support to clients via phone, email or in-person meetings, including supporting chat functionality on our websites

• Monitor client usage and other product interactions to ensure our clients remain informed and engaged

• Reach out to existing clients to engage them in relevant industry content

• Review user activity to identify accounts who are underutilizing products and identify proactive solutions to increase volume

• Facilitate client webinars

• Provide user feedback to various departments in order to steer the enhancement path for our products

• Work with internal data team to facilitate custom client requests

• Assist the Sales and Key Accounts teams in preparing for strategic client meetings, as well as training sessions

• Troubleshoot client issues

• Facilitate new user licenses and training

• Thoroughly document client interactions via Salesforce.com

• Identify and close client upsell opportunities via Salesforce.com for all named firms that do not have a Director, Key Accounts

• Create, manage, and close all client renewal opportunities via Salesforce.com

• Create contract record in Salesforce.com after each opportunity is closed

• Travel to client sites for strategic client meetings or training as needed

• Ensure that ISS MI is meeting our contractual obligations to our clients

Required Skills and Knowledge

• Bachelor's degree. Degree in economics, business, communications or related degree is preferred.

• External Candidates: 3 to 5 years of account management or client success experience.

• Strong professional etiquette and relationship building

• Strong analytical, problem solving and project management skills

• Strong communication (written and verbal), presentation and organizational skills

• Energetic self-starter using user data and performance metrics to drive decisions

• Ability to work well under pressure shows creativity and welcomes complex challenges

• Proven ability to adapt to changing priorities quickly and efficiently

• Proficiency in PowerPoint; must be able to create interactive, content rich slides for internal and external presentations

• Microsoft Suite intermediate to advanced user (Office, PowerPoint, Excel and Outlook)

• Strong time management skills

• Ability to learn new technology concepts

Preferred Skills and Knowledge:

• Knowledge of the financial services industry with a focus on asset management

• Experience with enterprise software, account management and customer service

• Familiarity with Salesforce.com

• Familiarity with Google Apps for Business

• Familiarity with Google Analytics

#LI-JB1 #MIN #CS #ASSOCIATE

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.

ISS Market Intelligence (ISS MI) is a leading provider of data, insights, and market engagement solutions to the global financial services industry. ISS MI empowers asset and wealth management firms, insurance companies, distributors, service providers, and technology firms to assess their target markets, identify and analyze the best opportunities within those markets, and execute on comprehensive go-to-market initiatives to grow their business. Clients benefit from our increasingly connected global platform that leverages a combination of proprietary data, powerful analytics, timely and relevant insights, in-depth research, as well as an extensive suite of industry-leading media brands that deliver unmatched market connectivity through news and editorial content, events, training, ratings, and awards.

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

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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