Client Success Associate, Norman, Oklahoma

Institutional Shareholder Services

Location: Norman, OK, US
Type: Full time
Req ID: JR_6716

Let’s 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 client’s 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 client’s 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 initiatives
• Communicate market requirements to ISS business leaders
• Other special projects and initiatives for the business, as needed and assigned

DESIRED EXPERIENCE & QUALIFICATION:

• Bachelor’s degree required
• Experience in a client service or operations position, ideally in financial services industry
• Interest in finance, with understanding of financial markets and market players
• Comfortable working with highly confidential financial data
• Proficiency in Microsoft Office product suite, particularly Microsoft Excel
• Innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail
• Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
• Excellent organizational and verbal skills
• Strong willingness to work in a team-oriented environment
• Absolute personal and business integrity

Location:

Norman - OK

#LI-SY1 #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 unite, collaborate, and inspire one another.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

Founded in 1985 as Institutional Shareholder Services (ISS) Inc., ISS Governance is a leading global provider of independent and objective shareholder meeting research and recommendations, providing multiple voting policy choices as well as end-to-end workflow solutions for institutional investors. More than 1,600 clients worldwide utilize ISS Governance’s actionable expertise to help them make informed investment stewardship decisions, and to help them manage their voting responsibilities. Covering over 50,000 meetings annually, ISS Governance leverages its extensive global footprint, deep experience, high quality data and analysis, unified client support, and technology infrastructure to continuously evolve and extend its innovative suite of solutions to meet clients’ evolving portfolio, fiduciary, and stewardship requirements.

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

Institutional Shareholder Services Inc. (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. For more information, please view https://www.dol.gov/agencies/ofccp/posters.

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_Accommodations@issgovernance.com. This email is created exclusively to assist disabled job seekers where disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages sent for other purposes, such as following up on an application or other technical issues not related to a disability, will not receive a response.

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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