Job Description:
Institutional Shareholder Services

Location: Boston, MA, US | Red Bank, NJ, US
Type: Full time
Req ID: JR_7744

Let’s be #BrilliantTogether

Position Overview

The Head of Client Success, US will ensure that our clients have a consistent, optimized experience across all ISS MI platforms and can effectively leverage our solutions. In this role you will be responsible for ensuring our client relationships remain strong across key dimensions – including but not limited to on-boarding, usage, satisfaction, training and retention. The client success team strives to make sure that every client is well informed of our solutions, is able to access all needed services and deliverables, has the proper training, and is able to integrate our solutions into their daily workflow and needs. This is a hands-on role where the ideal candidate has a demonstrated track record of shifting seamlessly between manager, player-coach, and direct client engagement activities depending on the situation, as well as a strong history of building and empowering a team.

Main Responsibilities include:

• Lead, manage, develop and empower a team of Client Success professionals in multiple locations
• Recruit and develop team members, with effective cross training
• Design and implement comprehensive onboarding process for new team members
• Ensure strong collaboration within team and promote continuous learning activities
• Deliver a leading client experience across ISS MI platforms, including but not limited to Discovery Data, Simfund, BrightScope, Research, and Local Market Share
• Onboarding & Implementation
• Initial Training Program
• Inbound client service and support
• Client usage tracking and reporting
• Proactive outreach and engagement
• Ongoing proactive client training
• Collaborate effectively with other Client Success regions within ISS MI, as well as broader teams across the ISS organization to understand and optimize the client lifecycle
• Work with Product teams to map client journey, with identification of key listening points
• Manage segmentation of client base and matching support strategy
• Become an expert regarding how client roles fit into industry context and how their needs can be met based on interactions and observed data
• Set, communicate, measure (and evolve) clear KPIs for the Client Success team, both at the individual level and at the team level
• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Ensure all activities are properly recorded in designated systems of record (e.g. Salesforce, others)
• Drive effective collaboration with Head of Sales and broader Sales and Key Account team regarding client meeting preparation and cross-/up-sell opportunities

Qualifications:

• BA/BS degree in related field
• 10+ years of experience in leading an organization with a client facing focus to ensure client outcomes.
• Knowledge of the financial services industry, with a focus on asset management and insurance companies regarding products and distribution
• Enthusiastic and creative leader with the ability to inspire others and track record of recruiting, managing and developing a team
• Energetic self-starter who uses performance metrics and user data to drive decisions
• Demonstrated comfort working in a process-driven environment, including history of building clear structure, process and expectations for directly managed teams
• Strong professional etiquette and relationship building skills, with demonstrated empathy for clients – needs, challenges, perspectives
• Strong analytical, problem solving and project management skills
• Excellent communication and presentation skills
• Proven ability to work in a matrix environment with a mix of direct reports and dependencies on peer groups
• Ability to influence actions outside of direct team through appropriate use of relationship building, influence, persuasion, negotiation, and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Strong track record with Salesforce, case management systems, JIRA (or equivalent systems)
• Familiarity with Google Analytics and HEAP (or equivalent systems)

#LI-JB1 #MIN #DIRECTOR #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 empower, 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.

ISS Market Intelligence (ISS MI) is a leading provider of data, insights, and market engagement solutions to the global financial services industry. ISS MI empowers asset and wealth management firms, insurance companies, distributors, service providers, and technology firms to assess their target markets, identify and analyze the best opportunities within those markets, and execute on comprehensive go-to-market initiatives to grow their business. Clients benefit from our increasingly connected global platform that leverages a combination of proprietary data, powerful analytics, timely and relevant insights, in-depth research, as well as an extensive suite of industry-leading media brands that deliver unmatched market connectivity through news and editorial content, events, training, ratings, and awards.

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 coverage
• 401(k) with a company match up to 9%, including a Safe Harbor contribution
• Flexible Spending Account (FSA) and commuter benefit programs
• Generous paid time off
• Volunteer Day
• Paid parental leave
• Hybrid working options

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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