Client Service Associate  

OBJECTIVES

• 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 solution

MAIN RESPONSIBILITIES

• Monitor and ensure client satisfaction
• Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools
• Participate in account management plans for institutional clients in APAC; conduct review of goals and objectives (quarterly minimum)
• Help identify accounts at risk and create plans to ensure revenue and client retention
• Identify and communicate up-sell opportunities to Sales Team and assist in closing new deals
• Perform frequent testing of new product features
• Assess client reporting needs and coordinate report delivery
• Communicate market requirements to ISS business leaders
• Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production
• Conduct product training for clients
• Perform regular Master Account List reviews (Quarterly minimum)
• Conduct regular calls with clients (health checks, training)
• Other special projects and initiatives for the business, as needed and assigned

• Bachelor’s degree required, MBA or masters a plus
• Fluency in English is required.
• Minimum 2 years’ experience in a client service or operations position, ideally in financial services or corporate governance industries
• Strong interest in finance, with understanding of financial markets and market players
• Innovative, motivated, and client-oriented thinker with strong attention to detail
• Excellent organizational and communication skills
• Proficiency in Microsoft Office product suite, particularly Microsoft Excel
• A team player able to effectively manage the expectations of a diverse and demanding client base
• Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
• Comfortable analyzing and working with highly confidential financial data
• Absolute personal and business integrity