ISS Market Intelligence
Client Success Manager
ISS Market Intelligence, Boston, Massachusetts, us, 02298
Let’s be
#BrilliantTogetherISS is hiring! ISS seeks a Client Success professional to join our Market Intelligence team. Client Success is an important role on our team that ensures that our clients have a positive experience on all ISS MI’s platforms and are able to effectively leverage our solutions to increase their productivity. Our team members interact with clients over the phone, on our website, through emails, through webinars, as well as face-to-face meetings. You will have the opportunity to retain and enhance existing client relationships, while cultivating new ones in order to grow and support their use of our products. The goal of our team is to ensure that every one of our clients knows about and is able to access every tool at their disposal as easily as possible, to enhance their satisfaction with our product and to increase efficiencies in their daily workflow.What You'll Do
Provide support to clients via phone, email or in-person meetings, including supporting chat functionality on our websitesMonitor client usage and other product interactions to ensure our clients remain informed and engagedReach out to existing clients to engage them in relevant industry contentReview user activity to identify accounts who are underutilizing products and identify proactive solutions to increase volumeFacilitate client webinarsProvide user feedback to various departments in order to steer the enhancement path for our productsWork with internal data team to facilitate custom client requestsAssist the Sales and Key Accounts teams in preparing for strategic client meetings, as well as training sessionsTroubleshoot client issuesFacilitate new user licenses and trainingThoroughly document client interactions via Salesforce.comIdentify and close client upsell opportunities via Salesforce.com for all named firms that do not have a Director, Key AccountsCreate, manage, and close all client renewal opportunities via Salesforce.comCreate contract record in Salesforce.com after each opportunity is closedTravel to client sites for strategic client meetings or training as neededEnsure that ISS MI is meeting our contractual obligations to our clientsTo Excel In This Role You Should Possess
Bachelor's degree. Degree in economics, business, communications or related degree is preferredStrong professional etiquette and relationship buildingStrong analytical, problem solving and project management skillsStrong communication (written and verbal), presentation and organizational skillsEnergetic self-starter using user data and performance metrics to drive decisionsAbility to work well under pressure shows creativity and welcomes complex challengesProven ability to adapt to changing priorities quickly and efficientlyProficiency in PowerPoint; must be able to create interactive, content rich slides for internal and external presentationsMicrosoft Suite intermediate to advanced user (Office, PowerPoint, Excel and Outlook)Strong time management skillsAbility to learn new technology conceptsWhat Sets You Apart
Knowledge of the financial services industry with a focus on asset managementPrevious client success or account management experienceExperience with enterprise software, account management and customer serviceFamiliarity with Salesforce.comFamiliarity with Google Apps for BusinessFamiliarity with Google AnalyticsWhat You Can Expect From Us
Our people are the moving force behind ISS. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.Let’s empower, collaborate, and inspire one another.Let’s be
#BrilliantTogether .About ISS
ISS empowers investors and companies to build for long-term and sustainable growth by providing high-quality data, analytics, and insight. We are committed to positively impacting the environment and society through our market-leading solutions and leading by example.ISS Market Intelligence empowers clients in the global financial services industry to assess and benchmark their target markets, identify and analyze their best opportunities, and execute on go-to-market initiatives to drive growth. Our solutions are delivered through connected actionable intelligence and market engagement platforms that leverage a combination of proprietary data, powerful tools and analytics, in-depth research, timely and relevant insights, and industry-leading media and events.We Are Proud To Offer The Following Featured Benefits
Medical, Dental and Vision – multiple PPO plans to choose from401(k) Plan with a competitive Company Match up to 9% inclusive of Safe Harbor contributionFSA and Commuter benefit programsGenerous Paid Time Off (annualized minimum of 20 days vacation, 11 holidays and separate paid sick leave)Flexible Work & Hybrid policies may applyPaid Parental Leave
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#BrilliantTogetherISS is hiring! ISS seeks a Client Success professional to join our Market Intelligence team. Client Success is an important role on our team that ensures that our clients have a positive experience on all ISS MI’s platforms and are able to effectively leverage our solutions to increase their productivity. Our team members interact with clients over the phone, on our website, through emails, through webinars, as well as face-to-face meetings. You will have the opportunity to retain and enhance existing client relationships, while cultivating new ones in order to grow and support their use of our products. The goal of our team is to ensure that every one of our clients knows about and is able to access every tool at their disposal as easily as possible, to enhance their satisfaction with our product and to increase efficiencies in their daily workflow.What You'll Do
Provide support to clients via phone, email or in-person meetings, including supporting chat functionality on our websitesMonitor client usage and other product interactions to ensure our clients remain informed and engagedReach out to existing clients to engage them in relevant industry contentReview user activity to identify accounts who are underutilizing products and identify proactive solutions to increase volumeFacilitate client webinarsProvide user feedback to various departments in order to steer the enhancement path for our productsWork with internal data team to facilitate custom client requestsAssist the Sales and Key Accounts teams in preparing for strategic client meetings, as well as training sessionsTroubleshoot client issuesFacilitate new user licenses and trainingThoroughly document client interactions via Salesforce.comIdentify and close client upsell opportunities via Salesforce.com for all named firms that do not have a Director, Key AccountsCreate, manage, and close all client renewal opportunities via Salesforce.comCreate contract record in Salesforce.com after each opportunity is closedTravel to client sites for strategic client meetings or training as neededEnsure that ISS MI is meeting our contractual obligations to our clientsTo Excel In This Role You Should Possess
Bachelor's degree. Degree in economics, business, communications or related degree is preferredStrong professional etiquette and relationship buildingStrong analytical, problem solving and project management skillsStrong communication (written and verbal), presentation and organizational skillsEnergetic self-starter using user data and performance metrics to drive decisionsAbility to work well under pressure shows creativity and welcomes complex challengesProven ability to adapt to changing priorities quickly and efficientlyProficiency in PowerPoint; must be able to create interactive, content rich slides for internal and external presentationsMicrosoft Suite intermediate to advanced user (Office, PowerPoint, Excel and Outlook)Strong time management skillsAbility to learn new technology conceptsWhat Sets You Apart
Knowledge of the financial services industry with a focus on asset managementPrevious client success or account management experienceExperience with enterprise software, account management and customer serviceFamiliarity with Salesforce.comFamiliarity with Google Apps for BusinessFamiliarity with Google AnalyticsWhat You Can Expect From Us
Our people are the moving force behind ISS. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.Let’s empower, collaborate, and inspire one another.Let’s be
#BrilliantTogether .About ISS
ISS empowers investors and companies to build for long-term and sustainable growth by providing high-quality data, analytics, and insight. We are committed to positively impacting the environment and society through our market-leading solutions and leading by example.ISS Market Intelligence empowers clients in the global financial services industry to assess and benchmark their target markets, identify and analyze their best opportunities, and execute on go-to-market initiatives to drive growth. Our solutions are delivered through connected actionable intelligence and market engagement platforms that leverage a combination of proprietary data, powerful tools and analytics, in-depth research, timely and relevant insights, and industry-leading media and events.We Are Proud To Offer The Following Featured Benefits
Medical, Dental and Vision – multiple PPO plans to choose from401(k) Plan with a competitive Company Match up to 9% inclusive of Safe Harbor contributionFSA and Commuter benefit programsGenerous Paid Time Off (annualized minimum of 20 days vacation, 11 holidays and separate paid sick leave)Flexible Work & Hybrid policies may applyPaid Parental Leave
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