Client Service Manager

ISS is immediately seeking a Client Service Manager (CSM) to join its Brussels-based team. Successful candidates will have an interest in financial operations and client service with a desire to learn more about corporate governance, must be willing to develop strong working relationships with external clients in order to guide clients to better use ISS’ products/services.

CSMs must be adaptable, eager and efficient problem solvers. Great communication skills are a must as they represent ISS to all levels of client management. Our clients span some of the world's foremost hedge funds, pension funds and other asset managers. Managing the relationships for a portfolio of clients exposes the CSM to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, a CSM must learn and understand corporate governance and proxy voting services, learn about their client’s business, and bring that knowledge together to provide insight, best practices, and win-win solutions to those client organizations.

Performance is based on a combination of factors including efficient task management and client satisfaction. The CSM partners with the Sales representative to bring operational, industry, and product expertise to clients, to effectively manage the client experience. This includes serving as the client’s primary contact with the firm, offering support and expertise on corporate governance and proxy voting solutions, liaising with ISS Operations personnel to address client needs, and participating in the client renewal process.

Responsibilities:

• Learn Global Proxy Voting Mechanics and grow knowledge about Industry standards

• Grow client service skill set

• Achieve target renewal rate through outstanding client service

• Partner with ISS team members to drive operational excellence for both new and existing clients

• Act as a trusted advisor for clients and their advocate within ISS

• Serve as domain expert on ISS suite of proxy and corporate governance solutions

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

• Conduct regular calls with clients (health checks, training, relationship planning and review)

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

• Assess client reporting needs and coordinate report delivery

• Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production

• Identify and communicate up-sell opportunities to sales team to assist in closing new deals

• Perform frequent testing of new product features

• Other special projects and initiatives for the business, as needed and assigned

Qualifications:

• Bachelor’s degree preferred but not essential if the candidate has relevant experience in the industry

• Fluent in French and English

• 1-2 years’ experience in a client service or operations position, ideally in financial services industry

• Comfortable analyzing and working with highly confidential data

• Proficiency in Microsoft Office product suite, particularly Microsoft Excel

• Innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail

• Excellent multi-tasking and prioritization skill; ability to effectively manage multiple tasks and projects simultaneously

• Excellent organizational and verbal skills

• Strong willingness to work in a team-oriented environment

• Absolute personal and business integrity

• Must be willing to work outside of normal office hours on occasion.

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What You Can Expect from Us

Our people are the moving force behind our work. We are committed to building a culture that values diverse skills, perspectives, and experiences. If you have the skills, passion, and drive to help us bring clarity and transparency to capital markets, we want to work with you.

Together, we can grow your career in an environment that fuels creativity, drives innovation, and has real impact.

About ISS STOXX

ISS STOXX delivers world-class research, data, and technology solutions that empower capital market participants to pursue their visions with confidence. Our expertise spans indices, corporate governance, sustainability, cyber risk, and fund intelligence, giving clients the tools they need to uncover opportunities, manage risks, and navigate evolving regulations. We are made up of 4,000 professionals operating across 20 countries and serving approximately 5,000 clients, including many of the world’s leading institutional investors. Our scale and reach give us deep market knowledge, while our innovative methodologies allow us to offer our clients tailored insights that drive impact and success.  

ISS STOXX Governance delivers comprehensive corporate governance research, analytics, and investor voting solutions supported by a global, high‑quality data set spanning diverse markets and topics. Our offerings equip investors with the depth and scale needed to meet evolving stewardship priorities. We provide flexible voting policy options, including fully customizable reports, backed by experienced research teams located worldwide, ensuring clients benefit from both global insight and local market expertise.

Visit our website: https://www.iss-stoxx.com/

View additional open roles: https://www.iss-stoxx.com/about/careers/

ISS STOXX is an equal employment opportunity employer and does not discriminate against any employee or applicant because of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.