Client Success Consultant at Institutional Shareholder Services

Posted in Consultant 19 days ago.

This job brought to you by Local Organization

Location: Boston, Massachusetts





Job Description:


Institutional Shareholder Services

Job ID 2020-3077
Job Locations US-MA-Boston
Category Account Management

Overview

ISS is seeking a Consultant to join its Boston based Client Success team. Working closely with management and Sales, you will assist in developing existing client relationships and growing business across the Boston market. You will act as an expert on the ISS proxy solutions and assist with pitching new business and completing RFPs. Collect and share market feedback and trends to inform product road maps. Working with all teams internally (Sales, Research, Operations, Product, etc.) you will provide outstanding client service and build upon our client relationships.



Responsibilities

Main responsibilities:


  • Partner closely with the Sales team; assist in strategy for growing existing client relationships

  • Participate in presentations to prospects

  • Assist with the completion of RFPs

  • Communicate business needs to management and product development

  • Develop client relationships and drive business

  • Participate in market events and represent ISS in the industry

  • Communicate priorities for product enhancement or development

  • Identify upsell opportunities and provide usage and forecasting for renewal process

  • Proactively communicate and educate clients on key governance matters and administer support for ISS's Proxy product suite

  • Identify accounts at risk and create plans to ensure revenue and client retention

  • Conduct calls/on-site visits with clients (health checks, training, relationship planning and review)

  • Own and manage client inquiries and issue resolution process, utilizing email, Jira, SalesForce.com and other internal tools ensuring deliverables are completed in an accurate and timely manner.

  • Encourage and facilitate meetings between clients and research analysts

  • Organize and lead the Due Diligence process

  • Support ISS's implementation team in ensuring the correct setup is applied



Additional responsibilities:


  • Perform testing of new product features

  • Communicate market requirements to ISS business leaders

  • Subject expertise and support for the ISS sales team

  • Act as support to sales representatives in their communication with (potential) clients




Qualifications

Qualifications:


  • Bachelor's degree required, MBA or Masters a plus

  • Minimum 5 years' experience in an account management, business development or client service position, ideally in financial, SRI 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

  • Experience working with and communication across departments (Sales, Management, Marketing) to provide solutions and grow business

  • 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



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ISS Inc. is an equal opportunity employer committed to diversifying its workforce. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, protected veterans or individuals with disabilities, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy/maternity leave), veteran status, or any other characteristic protected by law.

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