Client Success Consultant - Governance Solutions

Let’s be #BrilliantTogether

ISS STOXX is seeking a Client Success Consultant to join its New York or Rockville, MD team. A successful candidate will have a background in finance and client service, and a desire to learn more about corporate governance. As a Client Success Consultant, you will develop strong working relationships with clients that span some of the world's foremost hedge funds, pension funds and other asset managers.  In this role, you will learn about corporate governance and proxy voting services, learn about your clients’ businesses, and bring that knowledge together to provide insight, best practices, and win-win solutions to those client organizations. You will serve as an expert on ISS’ governance solutions, and you will guide clients how to best utilize ISS’ products and services.  You will also assist with pitching new business and completing RFPs.

Internally, the Client Success Consultant will partner with Sales to bring operational, industry, and product expertise to effectively manage the client experience. This includes serving as the clients’ primary contact within ISS, offering support and expertise on corporate governance and proxy voting solutions, addressing clients’ operational needs, and participating in the client renewal process. 

Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and facilitating upsell opportunities.

Main 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

• Manage annual due diligence process for selected clients 

• Maintain active interest in and awareness of industry trends and developments, including new ISS products and service 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 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 

Qualifications:  

• Bachelor’s degree required 

• Minimum of 5 years of experience in an account management or client service position, ideally in financial or corporate governance industries  

• Strong interest in finance, with understanding of financial markets and market players 

Required skills: 

• Proactive attitude, innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail 

• Demonstrated project management skill – define scope, resources and time lines and manage to deliverables 

• Excellen