Institutional Shareholder Services, Inc.

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Client Services Manager

Client Services Manager

Job ID 
2017-1493
Job Locations 
PH-Makati City
Category 
Customer Service/Support

More information about this job

Overview

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.

Responsibilities

OBJECTIVES

  • Achieve target renewal rate through outstanding client service
  • Partner with ISS team members to drive operational excellence for both new and existing clients
  • Act as a trusted advisor for clients and their advocate within ISS
  • Serve as domain expert on ISS suite of proxy and corporate governance solutions

 

MAIN RESPONSIBILITIES

  • Monitor and ensure client satisfaction
  • Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools
  • Participate in account management plans for institutional clients in APAC; conduct review of goals and objectives (quarterly minimum)
  • Help identify accounts at risk and create plans to ensure revenue and client retention
  • Identify and communicate up-sell opportunities to Sales Team and assist in closing new deals
  • Perform frequent testing of new product features
  • Assess client reporting needs and coordinate report delivery
  • Communicate market requirements to ISS business leaders
  • Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production
  • Conduct product training for clients
  • Perform regular Master Account List reviews (Quarterly minimum)
  • Conduct regular calls with clients (health checks, training)
  • Other special projects and initiatives for the business, as needed and assigned

Qualifications

  • Bachelor’s degree required, MBA or masters a plus
  • Fluency in English is required.  
  • Minimum 2 years’ experience in a client service or operations position, ideally in financial services or corporate governance industries
  • Strong interest in finance, with understanding of financial markets and market players
  • Innovative, motivated, and client-oriented thinker with strong attention to detail
  • Excellent organizational and communication skills
  • Proficiency in Microsoft Office product suite, particularly Microsoft Excel
  • A team player able to effectively manage the expectations of a diverse and demanding client base
  • Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
  • Comfortable analyzing and working with highly confidential financial data
  • Absolute personal and business integrity