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 and 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, and 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 and external clients and partners with the Global Client Success teams to run data requests and manage essential elements of client workflow.

Responsibilities:

Collaborate with ISS Market Intelligence teams in the UK and occasionally the US/Canada to enhance processes and client experiences, supporting onboarding, offboarding, usage adoption, and best practice development.

Manage the client enablement process, ensuring smooth onboarding and integration via Salesforce, JIRA, and other ISS tools.

Monitor product usage with reports, identify trends, and provide actionable insights for internal teams and clients.

Create and maintain management reports on client data, usage trends, and product performance, ensuring accuracy and timely delivery.

Manage user lists and support marketing campaigns to promote features and drive adoption.

Assist with client reporting, ensuring timely and accurate delivery of custom and standard reports.

Provide operational support by addressing client inquiries, resolving platform issues, and ensuring timely solutions.

Triage client inquiries and escalate issues to appropriate teams.

Follow up on unresolved issues, maintaining clear communication and updates with clients.

Stay updated on industry trends, ISS products, and services, enhancing product knowledge through training.

Test new features and provide feedback for product improvement.

Contribute to special projects aimed at improving team performance and operational efficiency.

Qualifications:

Bachelor’s degree in a relevant field (e.g., Business, Finance, Economics, IT).

Preferred background in client service, account management, or the financial industry.

1-2 years of client support experience, particularly in service roles. Fresh graduates with a passion for finance and client service are encouraged to apply.

Basic understanding of financial markets, key players (asset managers, banks, investment firms), and financial products.

Non-traditional shift schedule (5:00 PM - 2:00 AM Manila Time) to align with global clients; 3 days onsite, 2 days remote.

Required skills:

A highly organized workflow with strong attention to detail.Proficient verbal and written communication skills.Effective prioritization and time management.Strong interpersonal skills.Willingness to learn and develop.A team based approach to work.Pro-active approach to client service and post-sales follow-up.Ability to work with spreadsheets, documents, presentation collateral and marketing materials in various formats.Ability to work under pressure and work with deadlines.

Work Location & Schedule:

Amenable working at Makati City on a permanent mid shift schedule (4pm- 1am or 5pm-2am, Manila Time)

Hybrid working arrangement (at least 3 days' work onsite per week)

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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.