Client Success Analyst

Let’s be #BrilliantTogether

OVERVIEW

ISS STOXX is seeking for a Client Success Analyst to join its Manila-based team. Successful candidates will have an interest in financial operations and client service with a desire to learn more about corporate governance, must be willing to develop strong working relationships with external clients in order to guide clients to better use ISS’ products/services.
CS must be adaptable, eager and efficient problem solvers. Great communication skills are a must as they 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 CSM to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, a CS must learn and understand corporate governance and proxy voting services, learn about their client’s 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 efficient task management and client satisfaction. The CSM partners with the Sales representative to bring operational, industry, and product expertise to clients, to effectively manage the client experience. This includes serving as the client’s primary contact with the firm, 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.
RESPONSIBILITIES

• Learn Global Proxy Voting Mechanics and grow knowledge about Industry standards

• Grow client service skill set

• 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

• Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production

• Identify and communicate up-sell opportunities to sales team to assist in closing new deals

• Perform frequent testing of new product features

• Other special projects and initiatives for the business, as needed and assigned.

QUALIFICATIONS

• Bachelor’s degree in business, finance or any related field.

• 1-2 years' relevant experience in a client service or operations position, ideally in financial services industry; client facing role is an advantage.

• Comfortable analyzing and working with highly confidential data.

• Proficiency in Microsoft Office product suite, particularly Microsoft Excel

• Knowledgeable in Salesforce is a plus.

• Innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail.

• Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously.

• Excellent organizational and verbal skills.

• Strong willingness to work in a team-oriented environment.

• Absolute personal and business integrity.

• Must be willing to work outside of normal office hours on occasion.

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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/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis 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.