Client Relations Manager - Client Support Center

Client Relations Manager
Client Support Center

Institutional Shareholder Services, Inc. (ISS) is the world's leading provider of proxy voting and corporate governance services with 20 years of experience. ISS serves more than 1,300 institutional and corporate clients worldwide with its core business ? analyzing proxies and issuing informed research and objective vote recommendations for more than 33,000 companies across 115 markets worldwide.

ISS' core businesses include global proxy services and database and research tools for institutional investors. With more than 15 years of experience and a respected team of domestic and international research analysts, ISS is considered to be the world?s authority on proxy issues and corporate governance. Our research and proxy voting policies are designed on the premise that good corporate governance ultimately results in increased shareholder value.

ISS is now recruiting for a Client Relations Manager for our Client Support Center located at our Rockville office:

Manage annual goal setting process with accounts of revenues under $100K, including quarterly follow-up for all ISS services and solutions


Receive inbound client inquiries and work requests


Deliver outbound requests to clients from a work order team/process manager


Single Point of Contact: Handle majority of client inquiries via access to production systems


Maintain client contact information, inquiry and problem resolution status, etc. on SalesForce.com


Receive and document client override vote instructions via e-mail or verbal communications ? create audit record and input into the system


Provide back-up and day-to-day support for key accounts as assigned by the CRE
Manage the annual renewal process under the direction of Sales Lead


Identify up sell opportunities and forward leads to the appropriate Sales Associate


Serve as the primary point of contact for the majority of ISS clients; investigates issues resolves problems, and proactively identifies process changes that improves the quality and efficiency of proxy vote execution


Understand the client organization and people, the account environment, and systems to facilitate efficient and high quality execution of proxy voting
Perform mapping and report checking for their assigned clients for the VDS Solution.

 

Work with Quality Assurance and Production Control for on-going auditing of vote results for all assigned clients.

Experience:
College or technical degree or equivalent work experience


1 - 3 years of experience in an account management structure that includes
accountability for client retention, client profitability, and renewal process
management


Successfully managed up to 30 large client accounts in a service/solutions-based
Business


Excellent Oral and Written Communications Skills


Excellent organizational and administrative skills


Project Management skills ? defining of scope, resources and time lines, and managing to deliverables


Knowledge of ISS systems used in the voting, proxy distribution, research and shareholder class action businesses

If you have any interest, please send resume and cover letter to resumes@issproxy.com