Customer Success Associate (Sustainability Solutions)

Lets be #BrilliantTogether

Overview

ISS Sustainability Solutions is looking for a Customer Success Associate to join our APAC Client Success team based at our Tokyo office- Japan. In this role the focus will be on existing clients who subscribe to ISS premier environmental and social data solutions (e.g. Climate biodiversity controversial weapons).

概要

ISS Sustainability Solutionsでは東京オフィス日本を拠点とするAPACクライアントサクセスチームにてカスタマーサクセスアソシエイトを募集していますこのポジションではISSの主要な環境社会データソリューション例気候変動生物多様性論争のある兵器などを利用している既存のクライアント対応が中心となります

As the voice of the client you will be a source of market intelligence and client feedback for our business and product teams. You will help clients integrate our data and solutions into their investment research compliance and product use cases; work both proactively and reactively to uphold excellent client service standards and act as a bridge between the client and relevant internal stakeholders in sales research product and other areas.

クライアントの声を代表する存在として市場インテリジェンスやフィードバックをビジネスプロダクトチームに提供します投資リサーチコンプライアンス製品活用などのユースケースにおいてクライアントがISSのデータとソリューションを活用できるよう支援し優れたサービス基準を維持するために積極的かつ柔軟に対応しますまた営業リサーチプロダクトなど社内の関連部門との橋渡し役も担います

Responsibilities

Provide subject matter expertise to proactively advise existing clients and ensure a high level of client satisfaction

• Proactively develop and strengthen relationships with clients to help them understand best practice use cases data methodology delivery formats and other key product features for the relevant corporate governance data sets (ranging from board composition to remuneration structures among others).

• Conduct regular in-person visits and service health checks with client end users and decision makers

• Track the overall health of the client relationship including the updating of internal client data systems to track key elements of the relationship and service delivery. Create and implement client action plans.

• Oversee new client on-boarding and lead project management of client-related deliveries

• Work cross-functionally with other ISS teams (operations research development product etc.) to successfully meet client needs

• Provide subject matter expertise to fellow Client Success colleagues on corporate governance data sets

• Perform client training on ISS platforms so as to optimize their user experience

• Contribute to and collaborate with internal initiatives to support the growth in the corporate governance data and analytics business

• Stay abreast of key market trends so as to better advise clients and understand emerging use cases for data

主な業務内容

クライアントに対して専門的な知識を提供し満足度の高いサービスを維持

• クライアントとの関係を強化しベストプラクティスデータの手法提供形式プロダクトの主要機能などのデモや説明

• クライアントの意思決定者やエンドユーザーとの定期的な対面訪問サービスチェックを実施

• クライアント関係の健全性を追跡し社内システムにて関係性やサービス提供状況を記録更新アクションプランの作成実施

• 新規クライアントのオンボーディングを監督し納品に関するプロジェクトマネジメントを主導

• ISSの他部門オペレーションリサーチ開発プロダクトなどと連携しクライアントニーズに対応

• クライアントサクセスチーム内での知識共有支援

• ISSプラットフォームのトレーニングを実施しユーザー体験を最適化

• コーポレートガバナンスデータと分析事業の成長を支える社内イニシアチブへの貢献

• 市場動向を把握しクライアントへの助言や新たなユースケースの理解に活用

Sales Collaboration

• Contribute to regional teams New Sales goals by identifying potential leads within the existing client base

• Participate in ESG related roadshows meetings and calls where appropriate.

• Help to gather and document key competitive intelligence

• Share updates on product enhancements and new capabilities with clients

• Discuss new project ideas and potential up-selling opportunities

営業との連携

• 既存クライアントの中から潜在的な新規営業機会を特定しチームの営業目標に貢献

• ESG関連のロードショー会議電話会議などに参加必要に応じて

• 競合情報の収集記録

• プロダクトのアップデートや新機能をクライアントに共有

• 新規プロジェクトのアイデアやアップセルの機会について議論

Qualifications

Training & Experience:

• Bachelors Degree graduate

• Has 3-5 Years of Experience in client facing roles such as client service and/or sales

• Ability to understand key client needs with a commercial orientation that helps identify sales opportunities

• Experience in working successfully with internal IT research product and operational teams to meet client objectives

• Ability to quickly learn and adapt to new content and learn new products

• Strong project management/organizational/multi-tasking skills required

• Outstanding writing communication and presentation skills (native level in Japanese language and advanced level English communication skills)

• Amenable with a hybrid work arrangement- 3 days in the office and 2 days work from home per week

応募資格

学歴経験

• 学士号取得者

• クライアント対応カスタマーサービス営業などの経験が35年程度

• クライアントニーズの理解と営業機会の発見につながる商業的視点

• 社内のITリサーチプロダクトオペレーションチームと連携しクライアント目標を達成した経験

• 新しいコンテンツや製品を迅速に学び適応する能力

• 優れたプロジェクト管理組織力マルチタスク能力

• 優れた文章力コミュニケーション力プレゼンテーション能力日本語ネイティブレベル英語上級レベル

• ハイブリッド勤務体制に対応可能週3日出社週2日在宅勤務

Experience working with any of the following would be a plus:

• 3 years of work experience with either ESG/corporate governance data and/or experience working with investment professionals particularly portfolio managers and analysts

• Strong interest in developing technical ability to independently work with data & analytics

• Prior Financial Research/Analytical experience

歓迎する経験

• ESGコーポレートガバナンスデータの業務経験または投資専門家ポートフォリオマネージャーアナリストなどとの業務経験3年以上

• データと分析に関する技術力を高めたいという強い意欲

• 金融リサーチ分析の経験

#LI-NS1

#Associate

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What You Can Expect from Us

At ISS STOXX our people are our driving force. We are committed to building a culture that values diverse skills perspectives and experiences. We hire the best talent in our industry and empower them with the resources support and opportunities to growprofessionally and personally.

Together we foster an environment that fuels creativity drives innovation and shapes our future success.

Lets empower collaborate and inspire.

Lets be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985 we offer top-notch benchmark and custom indices globally helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance sustainability cyber risk and fund intelligence. Majority-owned by Deutsche Börse Group ISS STOXX has over 3400 professionals in 33 locations worldwide serving around 6400 clients including institutional investors and companies focused on ESG cyber and governance risk. Clients trust our expertise to make informed decisions for their stakeholders benefit.

ISS Sustainability Solutionsenable investors to develop and integrate sustainable investing policies and practices engage on responsible investment issues and monitor portfolio company practices through screening solutions. ISS Sustainability Solutionsalso provides climate data analytics and advisory services to help financial market participants understand measure and act on climate-related risks across all asset addition our solutionscover corporate and country ESG research and ratings enabling its clients to identify material social and environmental risks and opportunities.

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