Institutional Shareholder Services, Inc.

Returning Candidate?

Client Service Consultant

Client Service Consultant

Job ID 
2017-1489
Job Locations 
AU-Sydney
Category 
Customer Service/Support

More information about this job

Overview

ISS is seeking a Client Services Consultant for its Australian and New Zealand clients. Based in Sydney, you will be the day to day contact for our clients, acting as an expert on the ISS proxy solutions as well as a focus on Environmental, Social & Governance product offerings. Working with all teams internally (Sales, Research, Operations, Product, etc.) you will provide outstanding client service and build upon our client relationships.

Responsibilities

  • Develop client relationships and drive business
  • Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools
  • Identify accounts at risk and create plans to ensure revenue and client retention
  • Partner closely with the Sales team; Identify and communicate up-sell opportunities
  • Conduct calls/on-site visits with clients (health checks, training, relationship planning and review)
  • Proactively communicate and educate clients on key governance matters and administer support for ISS’s full product suite
  • Perform testing of new product features
  • Encourage and facilitate meetings between clients and research analysts
  • Assist with operational support for clients
  • Assess client reporting needs and coordinate report delivery
  • Support ISS’s implementation team in ensuring the correct setup is applied  
  • Take active ownership of operational support for clients
  •  

Additional responsibilities:

 

  • Communicate market requirements to ISS business leaders
  • Support sales representatives in their communication with current and potential clients, providing subject matter expertise.

Qualifications

 

  • Bachelor’s degree required, MBA or Masters a plus
  • 3-5 years’ experience in a client service, business development or sales position, ideally in financial, SRI or corporate governance industries
  • Strong interest in finance, with understanding of financial markets and market players
  • Japanese, Mandarin or Cantonese language ability would be beneficial

 

REQUIRED SKILLS

 

  • Proactive attitude, innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail
  • Demonstrated project management skill – define scope, resources and time lines and manage to deliverables
  • Experience working with and communication across departments (Sales, Management, Marketing, Product and Research) to provide solutions and grow business