Client Success Associate

Institutional Shareholder Services - Boston, MA

Full-time - Mid Level

Hybrid - Boston, MA

1,001-5,000 employees

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About the position

The Client Success role at ISS Market Intelligence is crucial for ensuring that clients have a positive experience with ISS MI's platforms. This position focuses on enhancing client relationships, providing support, and ensuring clients effectively utilize the company's solutions to improve their productivity. Team members will engage with clients through various communication channels and work to increase client satisfaction and efficiency in their workflows.

Responsibilities

• Provide support to clients via phone, email, or in-person meetings, including supporting chat functionality on our websites.
• Monitor client usage and other product interactions to ensure clients remain informed and engaged.
• Reach out to existing clients to engage them in relevant industry content.
• Review user activity to identify accounts underutilizing products and propose proactive solutions to increase usage.
• Facilitate client webinars.
• Provide user feedback to various departments to guide product enhancements.
• Work with the internal data team to facilitate custom client requests.
• Assist the Sales and Key Accounts teams in preparing for strategic client meetings and training sessions.
• Troubleshoot client issues.
• Facilitate new user licenses and training.
• Document client interactions thoroughly via Salesforce.com.
• Identify and close client upsell opportunities via Salesforce.com for all named firms without a Director, Key Accounts.
• Create, manage, and close all client renewal opportunities via Salesforce.com.
• Create contract records in Salesforce.com after each opportunity is closed.
• Travel to client sites for strategic meetings or training as needed.
• Ensure that ISS MI meets contractual obligations to clients.

Requirements

• Bachelor's degree, preferably in economics, business, communications, or a related field.
• 3 to 5 years of account management or client success experience for external candidates.
• Strong professional etiquette and relationship-building skills.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication (written and verbal), presentation, and organizational skills.
• Energetic self-starter who uses user data and performance metrics to drive decisions.
• Ability to work well under pressure, showing creativity and welcoming complex challenges.
• Proven ability to adapt to changing priorities quickly and efficiently.
• Proficiency in PowerPoint, capable of creating interactive, content-rich slides for presentations.
• Intermediate to advanced user of Microsoft Suite (Office, PowerPoint, Excel, and Outlook).
• Strong time management skills.
• Ability to learn new technology concepts.

Nice-to-haves

• Knowledge of the financial services industry with a focus on asset management.
• Experience with enterprise software, account management, and customer service.
• Familiarity with Salesforce.com.
• Familiarity with Google Apps for Business.
• Familiarity with Google Analytics.

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