Client Success Manager

Let’s be #BrilliantTogether

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ISS is growing! We seek an eager, efficient, client-oriented Client Success Manager to join our team in Rockville, Maryland.

If you want to learn, climb, and shine at a company committed to you, then ISS might be the best move you'll ever make.

Bring Your Experience And Expand Your Knowledge

As the Client Success Manager, you will develop strong working relationships with clients, which span some of the world's foremost hedge funds, pension funds, and other asset managers, and guide how clients can better use ISS' products and services.

In this role, you will learn and understand corporate governance and proxy voting services, learn about clients' businesses, and bring that knowledge together to provide insight, best practices, and win-win solutions.

Internally you partner with Sales to bring operational, industry, and product expertise to clients, effectively managing the client experience.

This includes serving as the client's primary contact within ISS, offering support and expertise on corporate governance and proxy voting solutions, applying critical thinking to resolve client issues, liaising with ISS Operations personnel to address client needs, and participating in the client renewal process.

We'll trust you to

• 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

Our dream candidate is / has

• 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

Interested in the role but don't meet 100% of the requirements? At ISS, we are always looking for enthusiastic candidates who are the best fit for the role, both culturally and through experience.

We look forward to your application if you'd be an excellent addition to our team!

What You Can Expect From Us

Our people are the moving force behind ISS. 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 unite, collaborate, and inspire one another. Let’s be #BrilliantTogether .

About ISS

ISS empowers investors and companies to build for long-term and sustainable growth by providing high-quality data, analytics, and insight.

We are committed to positively impacting the environment and society through our market-leading solutions and leading by example.

Visit our website : https : / / www.issgovernance.com

View additional open roles : https : / / www.issgovernance.com / join-the-iss-team /

We Are Proud To Offer The Following Featured Benefits

• Medical, Dental and Vision multiple PPO plans to choose from
• 401(k) Plan with a competitive Company Match up to 9% inclusive of Safe Harbor contribution
• FSA and Commuter benefit programs
• Generous Paid Time Off (annualized minimum of 20 days vacation, 11 holidays and separate paid sick leave)
• Flexible Work & Hybrid policies may apply
• Paid Parental Leave

ISS is an equal employment opportunity employer and does not discriminate against any employee or applicant because of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as protected status ).

All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.

ISS is committed to complying fully with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local laws.

ISS is also committed to ensuring equal opportunity in employment for qualified person with disabilities. ISS prohibits discrimination against applicants and employees on the basis of disability as it pertains to the job application and hiring process and other terms and conditions of employment.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact ISS Careers [email protected].

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