Job Information
Institutional Shareholder Serv Client Success Associate in Norman, Oklahoma
This job was posted by https://okjobmatch.com : For more information, please see: https://okjobmatch.com/jobs/3063852 Institutional Shareholder Services\ \ Location: Norman, OK, US\ Type: Full time\ Req ID: JR_6716\ \ \
Lets be #BrilliantTogether
ISS is immediately seeking a Client Service Associate (CSA) to join its global team. Successful candidates will have an interest in financial operations and client service with a desire to learn more about corporate governance. They should also have proven abilities to develop strong working relationships with external clients and product expertise in order to guide clients to better use ISS products/services.
CSAs must be adaptable, eager and efficient problem solvers, and able to lead cross-organization initiatives. Great communication skills are a must as they 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 CSA to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, a CSA must learn and understand corporate governance and proxy voting services, learn about their 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 CSA partners with the Sales representative to bring operational, industry, and product expertise to clients, to effectively own and manage the client experience. This includes serving as the clients primary contact with the firm, 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.
Client Services Associate
JOB DESCRIPTION:
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\ \
PI239539076
\ \ Institutional Shareholder Services is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.