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…