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Client Success Manager at ISS Corporate Solutions

Client Success Manager

ISS Corporate Solutions Rockville, MD Full-Time
Advance your career with the leading provider of corporate governance and responsible investment solutions. Institutional Shareholder Services (ISS) empowers investors and companies to build sustainable financial and social value by providing high quality data, analytics, and insight. Our clients rely on ISS' expertise and capital stewardship to help them make informed investment decisions, and our people are equally passionate about positively impacting the communities where we live and work. If you want to be a part of an exciting work culture that values innovation, collaboration, and provides you with the support you need to make a difference, we'd love to hear from you! Join our team at ISS!

Let's be #BrilliantTogether

ISS is growing! We seek an eager, efficient, client-oriented Client Success Manager to join our team in Rockville, Maryland. If you want to learn, climb, and shine at a company committed to you, then ISS might be the best move you'll ever make.

Bring your experience and expand your knowledge

As the Client Success Manager, you will develop strong working relationships with clients, which span some of the world's foremost hedge funds, pension funds, and other asset managers, and guide how clients can better use ISS' products and services. In this role, you will learn and understand corporate governance and proxy voting services, learn about clients' businesses, and bring that knowledge together to provide insight, best practices, and win-win solutions.

Internally you partner with Sales to bring operational, industry, and product expertise to clients, effectively managing the client experience. This includes serving as the client's primary contact within ISS, offering support and expertise on corporate governance and proxy voting solutions, apply critical thinking to resolve client issues, liaising with ISS Operations personnel to address client needs, and participating in the client renewal process.

We'll trust you to
  • 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
  • Perform regular Master Account List reviews
  • Manage annual due diligence process for selected clients
  • Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production
  • Maintain an active interest in and awareness of industry trends and developments, including new ISS products and services, and proactively communicate key results to clients
  • Identify and communicate up-sell opportunities to the sales team to assist in closing new deals
  • Provide subject matter expertise in pre-sales/up-sell/onboarding activities
  • Perform frequent testing of new product features
  • Act as "quarterback" between client and internal ISS teams for key client initiatives
  • Communicate market requirements to ISS business leaders
  • Other special projects and initiatives for the business, as needed and assigned


Our dream candidate is/has
  • Bachelor's degree
  • 2-5 years experience in account management or client service position, ideally in financial or corporate governance industries
  • Interest in finance, with an understanding of financial markets and market players
  • Proactive attitude, innovative, motivated, client-oriented, and commercially aware thinker with strong attention to detail
  • Demonstrated project management skills - define scope, resources, and timelines and manage deliverables
  • Excellent organizational and verbal skills
  • Proficiency in Microsoft Office product suite
  • A team player able to effectively manage the expectations of a diverse client base
  • Excellent multi-tasking and prioritization skills; ability to effectively manage multiple tasks and projects simultaneously
  • Personal and business integrity


Interested in the role but don't meet 100% of the requirements? At ISS, we are always looking for enthusiastic candidates who are the best fit for the role, both culturally and through experience. We look forward to your application if you'd be an excellent addition to our team!

What you can expect from us

Our people are the moving force behind ISS. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their health, financial and personal wellbeing.

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and work daily to ensure a diverse, equitable, and inclusive workplace.

Our clients rely on ISS' expertise and capital stewardship to help them make informed investment decisions. Our people are equally passionate about positively impacting the communities where we live and work.

Let's unite, collaborate, and inspire one another.

We are proud to offer the following featured benefits
  • Medical, Dental, and Vision - multiple PPO plans to choose from
  • 401(k) Plan with a competitive Company Match up to 9% inclusive of Safe Harbor contribution
  • FSA and Commuter benefit programs
  • Generous Paid Time Off (annualized minimum of 20 days vacation, 11 holidays, and separately paid sick leave)
  • Flexible Work & Hybrid policies
  • Paid Parental Leave


About ISS

ISS empowers investors and companies to build for long-term & sustainable growth by providing high-quality data, analytics, and insight. We are committed to positively impacting the environment and society through our market-leading solutions and leading by example.

Visit our website: [ Link removed ] - Click here to apply to Client Success Manager />
View additional open roles: [ Link removed ] - Click here to apply to Client Success Manager />
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 age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, social origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or any other characteristic protected by law.

#LI-MK1 #ASSOCIATE #CS

Featured Benefits include:
  • Medical, Dental and Vision - multiple PPO plans to choose from
  • 401(k) Plan with a competitive Company Match up to 9% inclusive of Safe Harbor contribution
  • FSA and Commuter benefit programs
  • Generous Paid Time Off (annualized minimum of 20 days vacation, 11 holidays and separate paid sick leave)
  • Flexible Work & Hybrid policies may apply
  • Paid Parental Leave


ISS is an Equal Opportunity Employer and complies with the Veteran and Disability Acts.

Recommended Skills

  • Account Management
  • Attention To Detail
  • Capital Markets
  • Commercial Awareness
  • Critical Thinking
  • Customer Service
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