Institutional Shareholder Services, Inc.

Client Services Advisor

Job Locations DE-Berlin | UK-London
Job ID
2017-1565
Category
Customer Service/Support

Overview

Why work for ISS?

For more than 30 years now, Institutional Shareholder Services Inc. (ISS) has been the world’s leading provider of corporate governance and responsible investment solutions for asset owners, asset managers, hedge funds, and asset service providers. Institutional clients turn to us to apply their corporate governance views, identify environmental, social and governance risks, and manage their complete proxy voting needs on a global basis.

ISS is a global company, with more than 1000 employees spread across 19 offices in 13 countries. A career in ISS gives you international experience in working with market-leading experts that enable investors to incorporate corporate governance & responsible investment in their policies and practices.

The ISS Way

At ISS, our values are not as much imposed as they are inspired. We talk about ideals in terms of how it brings our people together in a culture that upholds the interests of our colleagues, shareholders and clients. Everyone at ISS is a champion of Integrity, Collaboration, Empowerment, Flexibility, Diversity and Client Service. When you join ISS, you are expected to exemplify these Values through your actions and aspirations in the workplace.

Position Overview

ISS is immediately seeking a Client Service Advisor (CSA) to join its EMEA Client Service team, based in Berlin or London. 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 and services. 

CSAs must be adaptable, eager and efficient problem solvers, and able to work with 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 CSA to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, a CSA 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 CSA 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.

Objectives

  • 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
  • Achieve target renewal rate through outstanding client service

Responsibilities

  • Monitor and ensure client satisfaction
  • Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools
  • Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production
  • Participate in account management plans for institutional clients in EMEA; 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
  • 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, masters a plus
  • Fluency in English is required. 
  • Professional fluency in German would be advantageous, other European languages are also a plus 
  • 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

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