Institutional Shareholder Services, Inc.

  • Key Account Manager

    Job Locations UK-London
    Job ID
    2018-1761
    Category
    Account Management
  • Overview

    ISS is seeking a Key Account Manager for its EMEA Governance Solutions clients. Based in London, you will be the day to day contact for our clients, acting as an expert on the ISS Governance Solutions as well as collaboration with our Environmental, Social & Analytics business units. 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
    • Partner closely with the Sales team; Identify and communicate up-sell opportunities, provide usage and forecasting for renewal process
    • Proactively communicate and educate clients on key governance matters and administer support for ISS’s Proxy product suite
    • Identify accounts at risk and create plans to ensure revenue and client retention
    • Conduct calls/on-site visits with clients (health checks, training, relationship planning and review)
    • Assist with operational support for clients
    • Own and manage client inquiries and issue resolution process, utilizing email, Jira, SalesForce.com and other internal tools ensuring deliverables are completed in an accurate and timely manner.
    • Assess client reporting needs and coordinate report delivery
    • Encourage and facilitate meetings between clients and research analysts
    • Organize and lead the Due Diligence process
    • Support ISS’s implementation team in ensuring the correct setup is applied

     

    Additional responsibilities:

    • Perform testing of new product features
    • Communicate market requirements to ISS business leaders
    • Subject expertise and support for the ISS sales team
    • Act as support to sales representatives in their communication with (potential) clients

    Qualifications

    • Bachelor’s degree required, MBA or Masters a plus
    • Minimum 5 years’ experience in an account management, business development, relationship management or client service position, ideally in financial, SRI or corporate governance industries
    • Strong interest in finance, with understanding of financial markets and market players
    • German, French or Dutch 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
    • Prior team management experience preferred
    • Experience working with and communication across departments (Sales, Management, Marketing) to provide solutions and grow business
    • Excellent organizational and verbal skills
    • Proficiency in Microsoft Office product suite
    • 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
    • Absolute personal and business integrity

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