Client Success Analyst

Overview:

ISS STOXX Market Intelligence is seeking a Client Success Analyst to join its Manila team. The Client Success Analyst will play an integral role in the maintenance of strong relationships across the ISS MI suite of offerings by supporting internal operations, reporting, and engagement strategy, acting as a trusted advisor for the Client Facing Team.

A successful candidate will have an interest in financial operations and client service, and a desire to learn more about the financial services industry. You should have proven abilities to develop strong working relationships with internal and external stakeholders, and data expertise to independently solve problems.

Client Success Analysts are adaptable, eager, and efficient problem solvers, and able to assist with cross-organization initiatives. Great communication skills are a must as you represent ISS MI to all levels of internal management. Our clients span some of the world's foremost asset managers, insurance companies, and other financial institutions.

Performance is based on a combination of factors including operational efficiency, internal and external communication, and increased levels of client responsibility. The Client Success Analyst engages with internal and external clients and partners with the Global Client Success teams to run data requests and manage essential elements of client workflow.

Responsibilities:

• Collaborate with ISS Market Intelligence teams in the UK and/or the US/Canada to enhance processes and client experiences, supporting onboarding, offboarding, usage adoption, and best practice development.

• Manage the client enablement process, ensuring smooth onboarding and integration via Salesforce, JIRA, and other ISS tools.

• Monitor product usage with reports, identify trends, and provide actionable insights for internal teams and clients.

• Create and maintain management reports on client data, usage trends, and product performance, ensuring accuracy and timely delivery.

• Manage user lists and support marketing campaigns to promote features and drive adoption.

• Assist with client reporting, ensuring timely and accurate delivery of custom and standard reports.

• Provide operational support by addressing client inquiries, resolving platform issues, and ensuring timely solutions.

• Triage client inquiries and escalate issues to appropriate teams.

• Follow up on unresolved issues, maintaining clear communication and updates with clients.

• Stay updated on industry trends, ISS products, and services, enhancing product knowledge through training.

• Test new features and provide feedback for product improvement.

• Contribute to special projects aimed at improving team performance and operational efficiency.

Qualifications:

• Bachelor’s degree in a relevant field (e.g., Business, Finance, Economics, IT).

• Preferred background in client service, account management, or the financial industry.

• At least 1-2 years of client support experience, particularly in service roles. Fresh graduates with a passion for finance and client service are encouraged to apply.

• Basic understanding of financial markets, key players (asset managers, banks, investment firms), and financial products.

• A highly organized workflow with strong attention to detail.

• Proficient verbal and written communication skills.

• Effective prioritization and time management.

• Strong interpersonal skills.

• Pro-active approach to client service and post-sales follow-up.

• Ability to work with spreadsheets, documents, presentation collateral and marketing materials in various formats.

• Ability to work under pressure and work with deadlines.