ISS is immediately seeking a Client Service Manager (CSM) to join its Manila-based Client Service team. Successful candidates will have an operations or client service background and exhibit a passion for the governance business. They should also have proven abilities to develop strong working relationships with external clients and learn ISS’ vote agency products in order to guide clients to better use those products/services.
CSMs must be adaptable, eager and efficient problem solvers, and able to lead cross-organization teams. Great communication skills are a must as they represent ISS to all levels of client management. Our clients span some of the world’s largest hedge funds, pension funds and asset managers. Managing the relationships for a portfolio of clients exposes the CSM to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, a CSM must learn and understand corporate governance and proxy voting services, learn about their clients’ line of business, and bring that knowledge together to provide insight, best practices, and workflow efficiencies to those client organizations.
Performance is based on a combination of factors including account renewal rates, client communication, operational efficiency, and contract value growth. The CSM partners with the client Consultants to bring operational, industry, and product expertise to clients, to effectively own and manage the client experience. This includes serving as the client’s primary contact with the firm, offering support and expertise on corporate governance and proxy voting solutions, liaising with ISS Operations personnel to address client needs, and participating in the client renewal process.