ISS-ESG works closely with investors to align responsible investment policies and practices with shareholder interest. ISS-ESG offers expertise across a full range of environmental, social and governance issues, working with leading asset owners and asset managers to design tailored solutions and develop products.   ISS is the world’s leading provider of corporate governance and responsible investment solutions for asset owners, asset managers, hedge funds, and asset service providers. ISS’ solutions include: objective governance research and recommendations; ESG and SRI data, analytics, and research; end-to-end proxy voting and distribution solutions; turnkey securities class-action claims management; and reliable global governance data and modeling tools. For more information, please visit www.issgovernance.com.

Position Overview

ISS ESG is looking for a new member of its Client Success team, which helps clients successfully integrate our ESG solutions into their investment and stewardship processes. This position is located in ISS’ Munich office. You will be part of a team that is the hub for our day-to-day and proactive interaction with clients, and with a high level of interaction with ISS’ Sales, Research, and product teams. The Client Success team operates as a functional unit that focuses on providing clients in-depth expertise of our solutions and how clients can fully leverage them. Client Success consultants provide daily support to clients, and ensure that client service–related activities are carried out with exceptional quality.

To succeed in this role, you need to have a genuine interest in area of Sustainable and Responsible investments, including all aspects of Environmental, Social and Governance (ESG) research and topics. You are dedicated and thrive in a role where you provide world-class client service, and interact successfully with internal sales, research, and product teams that provide essential support in meeting client needs. The role requires a high level of professional skills, excellent communication skills, as well as a flexible and solutions-oriented attitude.

Responsibilities

  • Proactively monitor and ensure client satisfaction

  • Own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools

  • Identify accounts at risk and create plans to ensure revenue and client retention

  • Conduct calls/on-site visits with clients (health checks, training, relationship planning and review)

  • Identify and communicate up-sell opportunities to sales team

  • Provide subject matter expertise for the full ISS ESG product suite

  • Perform testing of new product features

  • Encourage and facilitate meetings between clients and research analysts

  • Assess client reporting needs and coordinate report delivery

  • Communicate market requirements to ISS business leaders

  • Proactively communicate and educate clients on key ESG matters

Qualifications

  • Fluency in German and English

  • Bachelor’s degree required, MBA or masters a plus

  • Approximately five years of experience in a client service position; investment management, SRI-market or corporate governance industries a plus

  • Proactive positive attitude, innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail

  • Demonstrated project management skill – define scope, resources and time lines and manage to deliverables

  • Strong multi-tasking skills, with the judgment skills to help set priorities

  • Excellent organizational and verbal skills

  • Encourage and facilitate meetings between clients and research analysts

  • Absolute personal and business integrity

  • Willingness to travel

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