Client Success Associate Governance Solutions

Institutional Shareholder Services - Norman, OK

Full-time - Entry Level

Hybrid - Norman, OK

1,001-5,000 employees

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About the position

The Client Success Associate - Governance Solutions at Institutional Shareholder Services (ISS STOXX) plays a crucial role in enhancing client relationships and ensuring the effective use of ISS STOXX's corporate governance and proxy voting solutions. This position focuses on client service, operational excellence, and the development of product expertise to support clients in making informed investment decisions. The role requires adaptability, problem-solving skills, and a proactive approach to managing client inquiries and operational support.

Responsibilities

• Achieve target renewal rate through outstanding client service
• Act as a trusted advisor for clients and collaborate with ISS STOXX team to drive operational excellence
• Serve as domain expert on ISS STOXX suite of proxy and corporate governance solutions
• Own and manage client inquiry and issue resolution process, using SalesForce.com and other tools
• Conduct 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 Master Account List reviews and manage annual due diligence process for selected clients
• Take ownership of operational support, including ballot and vote management, account maintenance, and vote report production
• Maintain awareness of industry trends and communicate key developments to clients
• Identify and communicate up-sell opportunities to sales team to assist in closing deals
• Provide subject matter expertise in pre-sales/up-sell/on-boarding activities
• Act as 'quarterback' between client and internal teams for key initiatives and communicate market requirements to ISS business leaders

Requirements

• Bachelor's or Associate's degree required
• Experience in an account management or client service position, ideally in financial or corporate governance industries
• Strong interest in finance, with understanding of financial markets and market players
• Proactive, innovative, motivated, and commercially-aware with strong attention to detail
• Demonstrated project management skills plus excellent organizational and verbal skills
• Proficiency in Microsoft Office product suite
• Manage the expectations of a diverse client base
• Absolute personal and business integrity

Benefits

• Medical/Dental/Vision/Life Insurance
• Short and Long-term Disability Benefits
• Paid Time Off (vacation, holiday, bereavement, family leave)
• Retirement benefits
• Employee Assistance Program
• Great exposure collaborating with many parts of the business, key client contacts, and decision makers
• New hires embark on a comprehensive training for their first 2-3 weeks
• Access to countless continuing education opportunities through our online ISSU platform