Client Success Associate, Stoxx

• Bachelor's degree. Degree in economics, business, communications or related degree is preferred
• External Candidates: 3 to 5 years of account management or client success experience
• Strong professional etiquette and relationship building
• Strong analytical, problem solving and project management skills
• Strong communication (written and verbal), presentation and organizational skills
• Energetic self-starter using user data and performance metrics to drive decisions
• Ability to work well under pressure shows creativity and welcomes complex challenges
• Proven ability to adapt to changing priorities quickly and efficiently
• Proficiency in PowerPoint; must be able to create interactive, content rich slides for internal and external presentations
• Microsoft Suite intermediate to advanced user (Office, PowerPoint, Excel and Outlook)
• Strong time management skills
• Ability to learn new technology concepts

Desirable

• ISS Market Intelligence is looking to add an individual to their client success team
• Client Success is an important role on our team that ensures that our clients have a positive experience on all ISS MI’s platforms and are able to effectively leverage our solutions to increase their productivity
• Our team members interact with clients over the phone, on our website, through emails, through webinars, as well as face-to-face meetings
• You will have the opportunity to retain and enhance existing client relationships, while cultivating new ones in order to grow and support their use of our products
• The goal of our team is to ensure that every one of our clients knows about and is able to access every tool at their disposal as easily as possible, to enhance their satisfaction with our product and to increase efficiencies in their daily workflow
• Provide support to clients via phone, email or in-person meetings, including supporting chat functionality on our websites
• Monitor client usage and other product interactions to ensure our clients remain informed and engaged
• Reach out to existing clients to engage them in relevant industry content
• Review user activity to identify accounts who are underutilizing products and identify proactive solutions to increase volume
• Facilitate client webinars
• Provide user feedback to various departments in order to steer the enhancement path for our products
• Work with internal data team to facilitate custom client requests
• Assist the Sales and Key Accounts teams in preparing for strategic client meetings, as well as training sessions
• Troubleshoot client issues
• Facilitate new user licenses and training
• Thoroughly document client interactions via Salesforce.com
• Identify and close client upsell opportunities via Salesforce.com for all named firms that do not have a Director, Key Accounts
• Create, manage, and close all client renewal opportunities via Salesforce.com
• Create contract record in Salesforce.com after each opportunity is closed
• Travel to client sites for strategic client meetings or training as needed
• Ensure that ISS MI is meeting our contractual obligations to our clients