Institutional Shareholder Services, Inc.

ESG Specialist - Client Relations

Job Locations FR-Paris
Job ID
2020-3090
Category
ESG

Overview

The mission of the ESG Specialist is to be a subject matter expert on ISS’ ESG solutions, and to leverage this expertise to maximize the firm’s sales and renewal rates. The ESG Specialist acts as the main contact person for existing clients, while also providing ESG subject matter expertise to the sales team in order to help advance and close deals.

 

The ESG Specialist is part of a local/regional team (including sales colleagues and Spcialists for other ISS product lines) that together cover one specific region or country. Each team convenes on a regular basis to coordinate upcoming client facing activities and track progress toward meeting team sales and renewal rate goals.

 

The ESG Specialist covers French-speaking markets and reports to the Head of ESG Client Success France & Southers Europe (based in Paris) who reports to the Head of ESG Client Success EMEA-AsiaPac.

Responsibilities

1. Client Advisory & Support, Lead Generation and Client Satisfaction Monitoring

Goals:

  • Act as clients’ first day-to-day contact person, delivering a superior service experience so as to achieve high retention and renewal rates
  • Develop and maintain strong relationships with clients’ key decision-makers. Provide clients with valuable insights on market trends and best practices.
  • Contribute to regional team’s New Sales goals by identifying potential leads within the existing client base
  • Provide internal management teams with intelligence on client needs to help inform future product development

 

Tasks:

  • Client Advisory & Support
    • Client onboarding and working with operational teams (deliverables, development, product, etc.) to ensure successful service delivery
    • Proactively build/maintain relationships with client decision makers
    • Perform platform demos and training to new and existing users; monitor platform usage
    • Understand and educate clients on ISS ESG data, with a strong understanding of the research methodology and technology that underpins that data
    • Lead the management of projects relevant to specific clients
    • Understand and educate clients on product changes/innovations, and how they will benefit them
    • Help drive client engagement in ISS ESG webinars, conferences, roundtables, etc.
    • Answer client inquiries on a timely basis; provide subject matter expertise for the full ISS ESG product suite
  • Lead Generation
    • Share updates on product enhancements and new capabilities with clients
    • Discuss new project ideas and potential upselling opportunities
    • Identify and communicate up-sell opportunities to sales team
  • Business Health Monitoring
    • Check in regularly with clients to gauge overall satisfaction levels
    • Ensure high client engagement and monitor product / platform usage
    • Identify accounts at risk and create plans to ensure revenue and client retention
    • Maintain up to date notes on clients
    • Partner with sales team on key account health monitoring and planning

2. Sales Collaboration

 

Goals:

  • Work with sales account executives to help the regional team meet or exceed ESG sales and renewal rate goals
  • Provide ESG subject matter expertise to the Sales team to help them advance and close deals

 

Tasks:

  • Market outreach
    • Contribute to the design and development of ESG related campaigns
    • Participate in ESG related roadshows, meetings, and calls as needed
    • Contribute to meeting follow-ups (in coordination with Sales)
  • Collaborate with Sales and the RFP team in providing ESG subject matter expertise in the completion of RFPs
  • General sales collaboration
    • Provide direction to sales team on services that are trending across clients
    • Provide sales with relevant product updates and related commercial opportunities

3. Contribution to ISS ESG Brand Building

Goals:

  • Contribute to the recognition of ISS ESG as a leading ESG service provider
  • Represent ISS at relevant regional industry events
  • Build strong relationships with key decision-makers across the industry
  • Become a recognized expert on ESG topics and the ISS ESG product suite

 

Tasks:

  • Participation in proprietary and third-party ESG related industry events; coordinate with ISS ESG team on conference participation
  • Actively network at attended events and pass over leads to sales colleagues
  • General networking: Maintain strong relationships with key industry actors other than clients

 

Qualifications

  • Expertise & market knowledge
    • Excellent knowledge of, or strong interest in, ESG and responsible investment
    • Solid understanding of, and interest in, capital markets
    • Experience in working directly with data and understand its underlying research methodology
    • Excellent data handling capabilities
  • Client coverage / Sales experience
    • Track record of success in client facing roles such as client service and/or sales
    • Ability to understand key client needs, with a commercial orientation that helps identify sales opportunities
    • Strong project management/organizational/multi-tasking skills required
    • Ability to adapt to different cultural contexts
    • Outstanding writing, communication and presentation skills
    • Perfectly fluent in French and English
    • Experience with Salesforce or other client management systems preferred
    • Experience in working successfully with internal IT, research, product, and operational teams to meet client objectives
  • Training & experience
    • Master's degree, or equivalent experience
    • 5+ years’ work experience
  • Personality & motivation
    • Strong interpersonal skills
    • Self-starter who can work independently and across a team
    • Ability to quickly learn and adapt to new content, and learn new ESG products
    • Willingness to travel
    • Absolute personal and business integrity

 

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