Let’s be #BrilliantTogether
Overview:
ISS STOXX Market Intelligence is seeking a Client Success Analyst to join its Manila team. The Client Success Analyst will play an integral role in the maintenance of strong relationships across the ISS MI suite of offerings by supporting internal operations, reporting, and engagement strategy, acting as a trusted advisor for the Client Facing Team.
A successful candidate will have an interest in financial operations, client service, and a desire to learn more about the financial services industry. You should have proven abilities to develop strong working relationships with internal and external stakeholders, and data expertise to independently solve problems.
Client Success Analysts are adaptable, eager, efficient problem solvers, and able to assist with cross-organization initiatives. Great communication skills are a must as you represent ISS MI to all levels of internal management. Our clients span some of the world's foremost Asset Managers, Insurance companies, and other Financial institutions.
Performance is based on a combination of factors including operational efficiency, internal and external communication, and increased levels of client responsibility. The Client Success Analyst engages with internal/external clients and partners with the Global Client Success teams to run data requests, provide 1st level support, and manage other essential elements of client workflow.
Responsibilities:
Collaborate with ISS team members to drive operational excellence for both new and existing clients.Own and manage client enablement process utilizing SalesForce and Order Management systems.Run reports utilizing Google Analytics and Heap to quantify and calculate product use health metrics.Create Management reports highlighting data and usage trends.Manage product specific user lists and assist in outreach / marketing campaigns to promote product features and increase usage.Assist with client reporting needs and coordinate report delivery.Perform regular Master Account List reviews.Take active ownership of operational support for clients.Respond to internal and external clients’ inquiries regarding access, account set-ups, and other basic platform issues.Manage resolution or triage client inquiries to the appropriate Client Success Manager/resolver group.Proactively liaise with clients with status updates if issue cannot be resolved on initial interaction.Maintain active interest in and awareness of industry trends and developments including new ISS products and services by attending team training and using internal and external resources.Perform frequent testing of new product features.Other additional projects or areas of responsibility that will improve the team’s performance.Qualifications:
Bachelor’s degree required.Experience in an account management ideally in financial or software as a service industry.1-2 years relevant client service or direct external client engagement experience in a financial institution.Strong interest in finance with understanding of financial markets and market players.Flexibility with work schedule including rotational shift as needed.Required skills:
Ability to communicate effectively in English (both verbal and written) with internal and external stakeholders.Proactive attitude, innovative, motivated, client-oriented, commercially-aware thinker with strong attention to detail and sound probing skills.Client service oriented and focused on delivering results.Demonstrated project management skill – define scope, resources and timelines and manage to deliverables.Proficiency in Google Analytics, Heap, and other Microsoft Office product suite.A team player able to effectively manage the expectations of a diverse and demanding team.Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously.Absolute personal and business integrity.Work Location & Schedule:
Amenable in working at Makati City on a night shift schedule (9 PM – 6 AM)
Hybrid working arrangement
What you can expect from us
Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.
We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.
Let’s empower, collaborate, and inspire one another.
Let’s be #BrilliantTogether.
About ISS STOXX
ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.
ISS Market Intelligence (ISS MI) is a leading provider of data, insights, and market engagement solutions to the global financial services industry. ISS MI empowers asset and wealth management firms, insurance companies, distributors, service providers, and technology firms to assess their target markets, identify and analyze the best opportunities within those markets, and execute on comprehensive go-to-market initiatives to grow their business. Clients benefit from our increasingly connected global platform that leverages a combination of proprietary data, powerful analytics, timely and relevant insights, in-depth research, as well as an extensive suite of industry-leading media brands that deliver unmatched market connectivity through news and editorial content, events, training, ratings, and awards.
Visit our website: https://www.issgovernance.com
View additional open roles: https://www.issgovernance.com/join-the-iss-team/
Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.