Client Success Manager

Let’s be #BrilliantTogether

Join ISS Market Intelligence as a Client Success Manager!

We’re seeking a dynamic professional to join our Client Success team and play a strategic role in ensuring client satisfaction, retention, and growth.

As a trusted advisor, you’ll build strong relationships, optimize client experiences, and identify opportunities to enhance product adoption. Your day-to-day will involve engaging with clients through phone, email, webinars, and in-person meetings, delivering insights and support that drive measurable success.

This role offers the chance to own client outcomes, apply data-driven strategies, and contribute to the continued success of a global leader in financial services.

Key Responsibilities

Client Engagement & Relationship Management

• Act as the primary point of contact for a portfolio of clients, building trusted relationships at all organizational levels.
• Drive client onboarding and training to ensure seamless adoption and understanding of ISS MI’s platforms and solutions.
• Conduct regular business reviews to assess client satisfaction, align on objectives, and provide actionable recommendations for success.
• Monitor client health metrics to proactively address underutilization, identify risks, and implement retention strategies.

Value Realization & Growth

• Leverage client usage data and industry trends to deliver tailored insights that drive value and enhance daily workflows.
• Identify upsell and cross-sell opportunities, collaborating with Sales to expand product adoption and increase revenue.
• Lead efforts to maximize client retention, ensuring renewals are completed on time with optimized terms.
• Develop and deliver impactful product webinars and workshops to showcase features and best practices.

Operational Excellence

• Collaborate with internal teams (Product, Sales, and Support) to streamline processes, resolve client issues, and deliver on custom client requests.
• Document client interactions, opportunities, and insights using Salesforce.com, maintaining meticulous records to inform strategic decisions.
• Provide detailed feedback to the Product team to influence the development roadmap based on client needs and emerging trends.
• Ensure ISS MI’s contractual commitments are fulfilled, acting as a champion for client success.

Strategic Influence

• Partner with Sales and Product teams to prepare for strategic client meetings and proposals, delivering compelling presentations.
• Represent the voice of the customer in cross-functional forums to drive continuous improvement in product and service delivery.
• Participate in strategic planning initiatives to refine the client journey and optimize retention and growth strategies.

Thought Leadership

• Stay ahead of industry trends, financial services innovations, and best practices to serve as a knowledgeable resource for clients.
• Actively contribute to the development of client success frameworks and methodologies that elevate the team’s performance.

Required Skills and Qualifications

• Bachelor's degree in Finance, Economics, Business, Communications, Information Technology or related fields. Relevant equivalent experience will be considered in lieu of a degree.
• 3-5 years of client-facing experience in account management, client success, or equivalent roles.
• Demonstrated success in managing client relationships with measurable impact on retention and growth.
• Proficiency in CRM tools (e.g., Salesforce.com) and productivity software (e.g., PowerPoint, Excel).
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Ability to work well under pressure shows creativity and welcomes complex challenges.
• Strong communication (written and verbal), presentation and organizational skills.
• Strong professional etiquette and relationship building.

#LI-JB1 #MIN #MIDSENIOR #Associate #CS

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, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX