Job Description:
Institutional Shareholder Services

Location: Boston, MA, US | Red Bank, NJ, US
Type: Full time
Req ID: JR_7598

Let’s be #BrilliantTogether

Join ISS Market Intelligence as a Client Success Manager!

We’re seeking a dynamic professional to join our Client Success team and play a strategic role in ensuring client satisfaction, retention, and growth.

As a trusted advisor, you’ll build strong relationships, optimize client experiences, and identify opportunities to enhance product adoption. Your day-to-day will involve engaging with clients through phone, email, webinars, and in-person meetings, delivering insights and support that drive measurable success.

This role offers the chance to own client outcomes, apply data-driven strategies, and contribute to the continued success of a global leader in financial services.

Key Responsibilities

Client Engagement & Relationship Management

• Act as the primary point of contact for a portfolio of clients, building trusted relationships at all organizational levels.
• Drive client onboarding and training to ensure seamless adoption and understanding of ISS MI’s platforms and solutions.
• Conduct regular business reviews to assess client satisfaction, align on objectives, and provide actionable recommendations for success.
• Monitor client health metrics to proactively address underutilization, identify risks, and implement retention strategies.

Value Realization & Growth

• Leverage client usage data and industry trends to deliver tailored insights that drive value and enhance daily workflows.
• Identify upsell and cross-sell opportunities, collaborating with Sales to expand product adoption and increase revenue.
• Lead efforts to maximize client retention, ensuring renewals are completed on time with optimized terms.
• Develop and deliver impactful product webinars and workshops to showcase features and best practices.

Operational Excellence

• Collaborate with internal teams (Product, Sales, and Support) to streamline processes, resolve client issues, and deliver on custom client requests.
• Document client interactions, opportunities, and insights using Salesforce.com, maintaining meticulous records to inform strategic decisions.
• Provide detailed feedback to the Product team to influence the development roadmap based on client needs and emerging trends.
• Ensure ISS MI’s contractual commitments are fulfilled, acting as a champion for client success.

Strategic Influence

• Partner with Sales and Product teams to prepare for strategic client meetings and proposals, delivering compelling presentations.
• Represent the voice of the customer in cross-functional forums to drive continuous improvement in product and service delivery.
• Participate in strategic planning initiatives to refine the client journey and optimize retention and growth strategies.

Thought Leadership

• Stay ahead of industry trends, financial services innovations, and best practices to serve as a knowledgeable resource for clients.
• Actively contribute to the development of client success frameworks and methodologies that elevate the team’s performance.

Required Skills and Qualifications

• Bachelor's degree in Finance, Economics, Business, Communications, Information Technology or related fields. Relevant equivalent experience will be considered in lieu of a degree.
• 3-5 years of client-facing experience in account management, client success, or equivalent roles.
• Demonstrated success in managing client relationships with measurable impact on retention and growth.
• Proficiency in CRM tools (e.g., Salesforce.com) and productivity software (e.g., PowerPoint, Excel).
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Ability to work well under pressure shows creativity and welcomes complex challenges.
• Strong communication (written and verbal), presentation and organizational skills.
• Strong professional etiquette and relationship building.

#LI-JB1 #MIN #MIDSENIOR #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 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.

PI259676403

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