Client Success Specialist (sustainability Solutions)

Client Success Specialist

ISS Sustainability Solutions is looking for a Client Success Specialist to join our APAC Client Success team based at our Tokyo office in Japan. In this role, the focus will be on existing clients who subscribe to ISS' premier environmental and social data solutions (e.g. Climate, biodiversity, controversial weapons).

As the voice of the client, you will be a source of market intelligence and client feedback for our business and product teams. 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.

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:

Training & Experience:

• Bachelor's Degree graduate
• Has 3-5 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 in working successfully with internal IT, research, product, and operational teams to meet client objectives
• 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 (native level in Japanese language and advanced level English communication skills)
• Amenable with a hybrid work arrangement- 3 days in the office and 2 days' work from home per week

Experience working with any of the following would be a plus:

• 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

What You Can Expect from Us:

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success. Let's empower, collaborate, and inspire. Let's be #BrilliantTogether.

About ISS STOXX:

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

ISS Sustainability Solutions enable investors to develop and integrate sustainable investing policies and practices, engage on responsible investment issues, and monitor portfolio company practices through screening solutions. ISS Sustainability Solutions also provides climate data, analytics, and advisory services to help financial market participants understand, measure, and act on climate-related risks across all asset classes. In addition, our solutions cover corporate and country ESG research and ratings enabling its clients to identify material social and environmental risks and opportunities.