Head of Client Success, North America (Market Intelligence)

Let’s be #BrilliantTogether

Position Overview

The Head of Client Success, US will ensure that our clients have a consistent, optimized experience across all ISS MI platforms and can effectively leverage our solutions. In this role you will be responsible for ensuring our client relationships remain strong across key dimensions – including but not limited to on-boarding, usage, satisfaction, training and retention.  The client success team strives to make sure that every client is well informed of our solutions, is able to access all needed services and deliverables, has the proper training, and is able to integrate our solutions into their daily workflow and needs. This is a hands-on role where the ideal candidate has a demonstrated track record of shifting seamlessly between manager, player-coach, and direct client engagement activities depending on the situation, as well as a strong history of building and empowering a team. 

Main Responsibilities include:

• Lead, manage, develop and empower a team of Client Success professionals in multiple locations
• Recruit and develop team members, with effective cross training
• Design and implement comprehensive onboarding process for new team members
• Ensure strong collaboration within team and promote continuous learning activities
• Deliver a leading client experience across ISS MI platforms, including but not limited to Discovery Data,  Simfund, BrightScope, Research, and Local Market Share
• Onboarding & Implementation
• Initial Training Program
• Inbound client service and support
• Client usage tracking and reporting
• Proactive outreach and engagement
• Ongoing proactive client training
• Collaborate effectively with other Client Success regions within ISS MI, as well as broader teams across the ISS organization to understand and optimize the client lifecycle
• Work with Product teams to map client journey, with identification of key listening points
• Manage segmentation of client base and matching support strategy
• Become an expert regarding how client roles fit into industry context and how their needs can be met based on interactions and observed data
• Set, communicate, measure (and evolve) clear KPIs for the Client Success team, both at the individual level and at the team level
• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Ensure all activities are properly recorded in designated systems of record (e.g. Salesforce, others)
• Drive effective collaboration with Head of Sales and broader Sales and Key Account team regarding client meeting preparation and cross-/up-sell opportunities  

Qualifications:

• BA/BS degree in related field
• 10+ years of experience in leading an organization with a client facing focus to ensure client outcomes.
• Knowledge of the financial services industry, with a focus on asset management and insurance companies regarding products and distribution
• Enthusiastic and creative leader with the ability to inspire others and track record of recruiting, managing and developing a team
• Energetic self-starter who uses performance metrics and user data to drive decisions
• Demonstrated comfort working in a process-driven environment, including history of building clear structure, process and expectations for directly managed teams
• Strong professional etiquette and relationship building skills, with demonstrated empathy for clients – needs, challenges, perspectives
• Strong analytical, problem solving and project management skills
• Excellent communication and presentation skills
• Proven ability to work in a matrix environment with a mix of direct reports and dependencies on peer groups
• Ability to influence actions outside of direct team through appropriate use of relationship building, influence, persuasion, negotiation, and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Strong track record with Salesforce, case management systems, JIRA (or equivalent systems)
• Familiarity with Google Analytics and HEAP (or equivalent systems)

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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