Client Service Manager (French Speaking)

About the role

ISS STOXX is looking for a French-speaking Client Service Manager (CSM) to join its Paris team. The CSM represents ISS STOXX to clients ranging from hedge funds and pension funds to other asset managers, acting as their primary contact and partner with the Sales representative. Performance depends on efficient task management and client satisfaction.

Key responsibilities

• Learn global proxy voting mechanics and industry standards, and grow the client service skill set
• Partner with the ISS STOXX team to deliver operational excellence for new and existing clients
• Serve as a trusted advisor and advocate for clients, and act as domain expert on proxy and corporate governance solutions
• Manage client inquiries and issue resolution using Salesforce.com and other internal tools
• Hold regular client calls (health checks, training, relationship planning and review)
• Identify at-risk accounts and create plans to retain revenue and clients
• Assess client reporting needs and coordinate report delivery
• Own operational support such as ballot and vote management, account maintenance and vote report production
• Identify up-sell opportunities for the sales team and test new product features
• Take part in special projects and initiatives as assigned

Required profile

• Bachelor's degree preferred but not essential if there is relevant industry experience
• Fluent in French and English
• Experience in a client service or operations position, ideally in financial services
• Comfortable working with highly confidential data
• Multi-tasking, organizational and verbal skills, strong attention to detail, and a team-oriented approach

Required skills

• Proficiency in Microsoft Office, especially Microsoft Excel
• Use of Salesforce.com for client inquiries and issue resolution