Client Success Specialist (sustainability Solutions)

ISS Sustainability Solutions Client Success

ISS Sustainability Solutions is looking for an individual to join our Americas Client Success team where your focus will be on existing clients who subscribe to ISS' premier environmental and social data solutions (e.g. Climate, biodiversity, controversial weapons). You will help clients integrate our data and solutions into their investment, research, compliance, and product use cases; work both proactively and reactively to uphold excellent client service standards, and act as a bridge between the client and relevant internal stakeholders in sales, research, product, and other areas. As the voice of the client, you will be a source of market intelligence and client feedback for our business and product teams.

Main Responsibilities

Provide subject matter expertise to proactively advise existing clients and ensure a high level of client satisfaction:

• Proactively develop and strengthen relationships with clients to help them understand best practice use cases, data methodology, delivery formats, and other key product features for the relevant corporate governance data sets (ranging from board composition to remuneration structures, among others).
• Conduct regular in-person visits and service health checks with client end users and decision makers.
• Track the overall health of the client relationship, including the updating of internal client data systems to track key elements of the relationship and service delivery. Create and implement client action plans.
• Oversee new client on-boarding and lead project management of client-related deliveries.
• Work cross-functionally with other ISS teams (operations, research, development, product, etc.) to successfully meet client needs.
• Provide subject matter expertise to fellow Client Success colleagues on corporate governance data sets.
• Perform client training on ISS platforms so as to optimize their user experience.
• Contribute to, and collaborate with, internal initiatives to support the growth in the corporate governance data and analytics business.
• Stay abreast of key market trends so as to better advise clients and understand emerging use cases for data.

Sales Collaboration:

• Contribute to regional team’s New Sales goals by identifying potential leads within the existing client base.
• Participate in ESG related roadshows, meetings, and calls where appropriate.
• Help to gather and document key competitive intelligence.
• Share updates on product enhancements and new capabilities with clients.
• Discuss new project ideas and potential up-selling opportunities.

Qualifications

• 2-5 years of experience in client facing roles such as client service and/or sales.
• Ability to understand key client needs, with a commercial orientation that helps identify sales opportunities.
• Experience with taking complex subject matters and simplifying it for a broad audience.
• Experience in working successfully with internal IT, research, product, and operational teams to meet client objectives.
• Ability to work independently AND as part of cross functional teams.
• Ability to quickly learn and adapt to new content, and learn new products.
• Strong project management/organizational/multi-tasking skills required.
• Outstanding writing, communication and presentation skills.
• Bachelor’s Degree (Experience in lieu of degree will be considered).
• Willingness to travel occasionally.

Preferred

• 3+ years of work experience with either ESG/corporate governance data and/or experience working with investment professionals, particularly portfolio managers and analysts.
• Strong interest in developing technical ability to independently work with data & analytics.
• Prior Financial Research/Analytical experience.