Client Service Manager

ISS is immediately seeking a Client Service Manager (CSM) to join its Brussels-based team. Successful candidates will have an interest in financial operations and client service with a desire to learn more about corporate governance, must be willing to develop strong working relationships with external clients in order to guide clients to better use ISS’ products/services.

CSMs must be adaptable, eager and efficient problem solvers. Great communication skills are a must as they represent ISS to all levels of client management. Our clients span some of the world's foremost hedge funds, pension funds and other 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 client’s business, and bring that knowledge together to provide insight, best practices, and win-win solutions to those client organizations.

Performance is based on a combination of factors including efficient task management and client satisfaction. The CSM partners with the Sales representative to bring operational, industry, and product expertise to clients, to effectively 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:

Learn Global Proxy Voting Mechanics and grow knowledge about Industry standards

Grow client service skill set

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

Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools

Conduct regular calls with clients (health checks, training, relationship planning and review)

Identify accounts at risk and create plans to ensure revenue and client retention

Assess client reporting needs and coordinate report delivery

Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production

Identify and communicate up-sell opportunities to sales team to assist in closing new deals

Perform frequent testing of new product features

Other special projects and initiatives for the business, as needed and assigned

Qualifications:

Bachelor’s degree preferred but not essential if the candidate has relevant experience in the industry

Fluent in French and English

1-2 years’ experience in a client service or operations position, ideally in financial services industry

Comfortable analyzing and working with highly confidential data

Proficiency in Microsoft Office product suite, particularly Microsoft Excel

Innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail

Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously

Excellent organizational and verbal skills

Strong willingness to work in a team-oriented environment

Absolute personal and business integrity

Must be willing to work outside of normal office hours on occasion.

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What You Can Expect from Us

Our people are the moving force behind our work. We are committed to building a culture that values diverse skills, perspectives, and experiences. If you have the skills, passion, and drive to help us bring clarity and transparency to capital markets, we want to work with you.

Together, we can grow your career in an environment that fuels creativity, drives innovation, and has real impact.

About ISS STOXX

ISS STOXX delivers world-class research, data, and technology solutions that empower capital market participants to pursue their visions with confidence. Our expertise spans indices, corporate governance, sustainability, cyber risk, and fund intelligence, giving clients the tools they need to uncover opportunities, manage risks, and navigate evolving regulations. We are made up of 4,000 professionals operating across 20 countries and serving approximately 5,000 client