Client Services Manager - ISS-Ethix
ISS-Ethix AB / Bankjobb / Stockholm
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Institutional Shareholder Services (ISS) is immediately seeking a Client Service Manager (CSM) for its Nordic market clients. Successful candidates will have an operations or client service background and exhibit a passion for the business. They should also have proven abilities to develop strong working relationships with external clients and learn ISS' vote agency products and ISS-Ethix RI products in order to guide clients to better use those products/services.
CSMs must be adaptable, eager and efficient problem solvers, and able to lead cross-organization teams. Great communication skills are a must as they represent ISS to all levels of client management. Our clients span some of the world's largest hedge funds, pension funds and asset managers. Managing the relationships for a portfolio of clients exposes the CSM to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, a CSM must learn and understand corporate governance, proxy voting and ESG services, learn about their clients' line of business, and bring that knowledge together to provide insight, best practices, and workflow efficiencies to those client organizations.
Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and contract value growth. The CSM partners with the client Consultants 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 and Research personnel to address client needs, and participating in the client renewal process.
The role will be based in Stockholm.
MAIN RESPONSIBILITIES
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
Provide subject matter expertise for the full ISS-Ethix product suite (governance and ESG)
Monitor and ensure client satisfaction
Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools
Perform regular Master Account List reviews (Quarterly minimum)
Conduct regular calls with clients (health checks, training)
Assess client reporting needs and coordinate report delivery
Conduct product training for 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 services
Identify and communicate up-sell opportunities to Consultants
Perform frequent testing of new product features
Other special projects and initiatives for the business, as needed and assigned
DESIRED EXPERIENCE AND QUALIFICATIONS
Bachelor's degree required, MBA or masters a plus
Fluency in English and in Danish is required. Knowledge of German and/or Dutch would be an asset
Minimum 2 years' experience in a client service or operations position, ideally in financial services, ESG or corporate governance industries
Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
Comfortable analyzing and working with highly confidential financial data
Proficiency in Microsoft Office product suite, particularly Microsoft Excel
Strong interest in finance, with understanding of financial markets and market players
A team player able to effectively manage the expectations of a diverse and demanding client base
Innovative, motivated, and client-oriented thinker with strong attention to detail
Excellent organizational and verbal skills
Absolute personal and business integrity
Institutional Shareholder Services Inc. (ISS) is the world's leading provider of corporate governance and responsible investment (RI) solutions for asset owners, asset managers, hedge funds, and asset service providers. ISS' solutions include: objective governance research and recommendations; RI data, analytics, and research; end-to-end proxy voting and distribution solutions; turnkey securities class-action claims management; and reliable global governance data and modeling tools.
ISS is a global company with approximately 900 employees spread across 18 offices in 12 countries. ISS covers approximately 39,000 meetings in 115 countries yearly, delivering proxy research and vote recommendations while working closely with clients to execute more than 8.5 million ballots representing two trillion shares. ISS' RI research covers more than 13,000 companies across the globe. Our flexible coverage universe expands correspondingly with our clients' holdings.
Publiceringsdatum2017-01-13Så ansöker duSista dag att ansöka är 2017-02-12
Klicka på denna länk för att göra din ansökanFöretagISS-Ethix AB
AdressISS-Ethix AB
BOX 5759
11487 STOCKHOLM
KontorsadressStureplan 4C
Jobbnummer 3261705
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