Client Success Manager

Main Responsibilities

• Act as a trusted advisor for clients and their advocate within ISS STOXX
• Serve as domain expert on ISS STOXX's suite of proxy and corporate governance solutions
• Partner with ISS STOXX team members to drive operational excellence for both new and existing clients
• Own and manage client inquiry and issue resolution process, utilizing Salesforce.com and other internal tools
• Assess client reporting needs and coordinate report delivery
• Achieve target renewal rate through outstanding client service
• 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
• Assist with annual due diligence process for clients
• Maintain active interest in and awareness of industry trends and developments, including new ISS STOXX products and services 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 testing of new product features
• Act as “quarterback” between client and internal ISS STOXX teams for key client initiatives
• Other special projects and initiatives for the business, as needed and assigned

Qualifications

• Bachelor’s degree required
• 3-5+ years of experience in an account management or client service position preferred, ideally in financial or corporate governance industries
• Strong interest in finance, with understanding of financial markets and market players
• Proactive attitude, innovative, motivated, client-oriented and commercially aware thinker with strong attention to detail
• Excellent multi-tasking and prioritization skills; ability to effectively manage multiple tasks and projects simultaneously
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office product suite
• A team player able to effectively manage the expectations of a diverse client base
• Absolute personal and business integrity