Client Success Manager

ISS STOXX•Rockville, MD

1d•$60,000 - $72,000•Hybrid

About The Position

ISS STOXX is looking for a Client Success Manager to join its Rockville, Maryland team. In this role, you will cultivate strong, long-term relationships with some of the world’s most sophisticated institutional investors. By developing a deep understanding of both ISS STOXX’s governance offerings and your clients’ business objectives, you will deliver meaningful insights, drive engagement, and enable clients to fully leverage our proxy voting and governance solutions. Internally, the Client Success Manager will also partner with the Sales team to bring operational, industry, and product expertise to effectively manage the client experience. This includes serving as the clients’ primary contact within ISS STOXX, offering support and expertise on corporate governance and proxy voting solutions, addressing clients’ operational needs, and participating in the client renewal process. A successful candidate will have a background in finance and client service, and a desire to learn more about corporate governance. Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and facilitating upsell opportunities.

Requirements

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

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