Client Success Operations Specialist

Overview :

ISS STOXX sustainability solutions enable investors to develop and integrate responsible investing policies and practices, engage on responsible investment issues, and monitor portfolio company practices through screening solutions. It also provides climate data, analytics, and advisory services to help financial market participants understand, measure, and act on climate-related risks across all asset classes. In addition, ESG solutions cover corporate and country ESG research and ratings enabling its clients to identify material social and environmental risks and opportunities.

As part of the overall Sustainability Solutions Client Success team the successful candidate would be an integral part in helping shape and enhance our client offering and the processes supporting this.

Responsibilities :

• Analyse current business processes and workflows, identify bottlenecks, recommend solutions and drive continuous process optimization.
• Develop and maintain processes documentation to ensure processes are clearly identified, defined and documented in line with global industry standards.
• Develop and maintain knowledge articles, guides, and other documentation within our internal knowledge base.
• Review and enhance usage of our CRM systems such as Salesforce, Responsive, JIRA, and Service Now.
• Manage the lifecycle of knowledge articles, including creation, review, and retirement.
• Co-ordinate with internal stakeholders to ensure ISS Sustainability solutions is aligning with client needs at each step of the research, product development, marketing and sales efforts.
• Assist in competitor analysis activities.
• Ensure comprehensive internal communication via newsletters, client communications and regular meetings.

Qualifications :

• Bachelor’s degree, MBA or masters degree will be a plus.
• Minimum 3+ years of relevant full time work experience in knowledge/process management.
• Experience in process management and familiarity with tools like Power Automate.
• Experience with ServiceNow and strong understanding of knowledge management principles and best practices.
• Working knowledge of Data Visualization and reporting tools like Power BI.
• Excellent communication, collaboration, and training skills.
• Ability to analyze data and identify trends.
• Strong project management/organizational/multi-tasking skills required.
• Outstanding written and verbal communication and presentation skills.
• Experience with ESG research and data a bonus.
• Strong interpersonal skills and ability to thrive in a cross-functional team.
• Absolute personal and business integrity.