Full Job Description
This position is temporary unavailable due to coronavirus (COVID-19) outbreak. If you are still interested in our role please feel free to apply online! Submissions will be reviewed and candidates will be contacted soon.
ISS is seeking a Client Service Associate to join its Rockville, MD team. A successful candidate will have an interest in financial operations and client service, and a desire to learn more about corporate governance. You should have proven abilities to develop strong working relationships with external clients, and product expertise to guide clients to better use ISS’ products/services.
Client Service Associates are adaptable, eager and efficient problem solvers, and able to lead cross-organization initiatives. Great communication skills are a must as you represent ISS to all levels of client management. Our clients span some of the world's foremost hedge funds, pension funds and other asset managers. Managing the relationships for a portfolio of clients exposes the Client Service Associate to a wide range of institution types with daily client interaction. To succeed in the role, a Client Service Associate must learn and understand corporate governance and proxy voting services, learn your clients’ business, and bring that knowledge together to provide insight, best practices, and win-win solutions to those client organizations.
Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and facilitating upsell opportunities. The Client Service Associates partners with the Sales to bring operational, industry, and product expertise to clients, 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, liaising with ISS Operations personnel to address client needs, and participating in the client renewal process.
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 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
Bachelor’s degree required
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
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
Excellent organizational and verbal skills
Proficiency in Microsoft Office product suite
A team player able to effectively manage the expectations of a diverse and demanding client base
Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
Absolute personal and business integrity