2021 Client Success Analyst

About the Team

Market Intelligence (MI) provides critical data and insight to global asset managers, insurance companies and distributors to help them make informed, strategic decisions to manage and grow their business. Through its combination of proprietary and integrated datasets, in-depth global research and trusted executive engagement, ISS MI delivers solutions for market sizing, competitor benchmarking, product strategy and opportunity identification across a wide range of financial products including funds, annuities, insurance, mortgages, and other instruments. The ISS MI solutions include the industry-leading data platforms Simfund, BrightScope, Local Market Share, and Financial Clarity, as well a full collection of global research and analytics services including Investor Economics, Market Metrics, and Plan for Life.

Position Overview

ISS MI 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 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 communication, and increased levels of client responsibility. The Client Success Analyst partners with the Client Facing Success Team to run data requests and manage essential elements of client workflow. This includes offering support and expertise on product usage, and participating in the client renewal process, leading to increased account renewal rates.

Responsibilities

• Partner with ISS team members to drive operational excellence for both new and existing clients
• Own and manage client enablement process, utilizing SalesForce and Admin Portals
• Run reports to quantify and calculate product use health metrics
• Create Management Reports highlighting data and usage trends
• Manage product specific user lists, and assist in outreach / marketing campaigns to promote product features and increase usage
• Assist with client reporting needs and coordinate report delivery
• Perform regular Master Account List reviews
• Take active ownership of operational support for clients
• Maintain active interest in and awareness of industry trends and developments, including new ISS products and services by attending team training, and using internal and external resources
• Perform frequent testing of new product features
• Other special projects and initiatives for the business, as needed and assigned

Qualifications

• Bachelor's degree required
• Experience in an account management or client service position, ideally in financial or software as a service industry
• Strong interest in finance, with understanding of financial markets and market players

Required skills

• Proactive 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
• Excellent organizational and communication skills
• Proficiency in Microsoft Office product suite
• A team player able to effectively manage the expectations of a diverse and demanding team
• Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously
• Absolute personal and business integrity