Client Success Consultant
About The Position
ISS Stoxx is seeking an eager, efficient, and client-oriented Client Success Consultant to join their team in Boston, Massachusetts. This role involves developing strong working relationships with clients, including hedge funds, pension funds, and asset managers, and guiding them on how to best utilize ISS Stoxx's products and services. The consultant will gain knowledge of corporate governance and proxy voting services, understand client businesses, and provide insights, best practices, and solutions. Internally, the role partners with Sales to offer operational, industry, and product expertise, manage the client experience, serve as the primary client contact, provide support and expertise on corporate governance and proxy voting solutions, apply critical thinking to resolve issues, liaise with ISS Operations, and participate in the client renewal process.
Requirements
- Bachelor's degree
- 2-5 years experience in account management or client service position, ideally in financial or corporate governance industries
- Interest in finance, with an understanding of financial markets and market players
- Proactive attitude, innovative, motivated, client-oriented, and commercially aware thinker with strong attention to detail
- Demonstrated project management skills – define scope, resources, and timelines and manage deliverables
- Excellent organizational and verbal skills
- Proficiency in Microsoft Office product suite
- A team player able to effectively manage the expectations of a diverse client base
- Excellent multi-tasking and prioritization skills; ability to effectively manage multiple tasks and projects simultaneously
- Personal and business integrity
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 an active interest in and awareness of industry trends and developments, including new ISS products and services, and proactively communicate key results to clients
- Identify and communicate up-sell opportunities to the sales team to assist in closing new deals
- Provide subject matter expertise in pre-sales/up-sell/onboarding 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
