Governance Account Manager (Sydney, 3-months) recruitment
Governance Account Manager (Sydney, 3-months contract)
ABOUT MSCI Inc. (www.msci.com)
MSCI Inc. is a leading provider of investment decision support tools to investors globally, including asset managers, banks, hedge funds and pension funds. MSCI products and services include indices, portfolio risk and performance analytics, and governance tools.
The company’s flagship product offerings are: the MSCI indices which include over 120,000 daily indices covering more than 70 countries; Barra portfolio risk and performance analytics covering global equity and fixed income markets; RiskMetrics market and credit risk analytics; ISS out-sourced proxy research, voting and vote reporting services; CFRA forensic accounting risk research, legal/regulatory risk assessment, and due-diligence; and FEA valuation models and risk management software for the energy and commodities markets. MSCI is headquartered in New York, with research and commercial offices around the world.
For further information on MSCI, please visit our web site at www.msci.com
OVERVIEW
ISS, the world's leading provider of proxy voting and corporate governance solutions, is immediately seeking to expand its Account Management team. Successful candidates will have a corporate governance or financial background and exhibit a passion for the governance business. They should also have proven abilities to develop strong working relationships with external clients and learn ISS’ vote agency products in order to guide clients to better use those products/services.
Account Managers must be adaptable, eager problem solvers, and able to lead cross-organization teams. Great communications skills are a must as they represent ISS to all levels of client management. Our clients span some of the world's largest hedge funds, pension funds and asset managers. Managing the relationships for a portfolio of clients exposes Account Managers to a wide range of institution types and ensures a challenging role with daily client interactions. To succeed in the role, an Account Manager must learn about corporate governance and proxy voting services, learn about their client’s line of business, then bring that knowledge together to provide insight and best practices to those client organizations.
Performance is based on a combination of factors including account renewal rates, proactive management and client communication, contract value growth and pre-sales activities. In the pre-sales role, the Account Manager partners with the sales team, bringing industry and product expertise to initial client meetings. After a client has begun using ISS solutions, the Account Manager owns and manages the client experience. This entails offering proactive support, expertise on corporate governance and proxy voting solutions, and participating in the client renewal process.
OBJECTIVES:
- Achieve target renewal rate
- Drive revenue growth with outstanding client service
- 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
RESPONSIBILITIES:
- Proactively communicate and educate clients on key governance matters
- Own and manage client inquiry and issue resolution process using SalesForce.com and other internal tools
- Monitor and ensure client satisfaction
- Develop/drive account management plans for all clients; conduct quarterly review of goals and objectives (minimum)
- Identify accounts at risk and create a plan to ensure revenue and client retention
- Perform Master Account List reviews (Quarterly minimum)
- Conduct occasional calls/visits with clients (health checks, training, relationship planning and review) – Quarterly minimum
- Manage annual due diligence process for selected clients
- Identify and communicate up-sell opportunities to sales team
- Provide subject matter expertise in pre-sales/up-sell/on-boarding activities
- Conduct product training for clients
- Perform frequent testing of new product features
- Continually assess target market and work with management to ensure company is offering relevant services
- Encourage and facilitate meetings between clients and research analysts
- Assess client reporting needs and coordinate report delivery
- Act as liaison between client and internal ISS teams for key client initiatives
- Communicate market requirements to ISS Governance Services business leaders
- Attend relevant industry events
- Take active ownership of operational support for clients, including ballot and vote management, account maintenance, and vote report production.
PERFORMANCE MEASUREMENT:
- Operational accuracy and efficiency
- Commitment to teamwork
- Active contribution to process improvement
- Achieve target renewal rate
- Achieve company revenue targets
- Achieve goals set forth in account management plans
- Maintain SalesForce.com open cases below target thresholds
REQUIREMENTS:
- Bachelors, Min 2-5 years experience in a client service or operations position, ideally in the financial services or corporate, governance industries
- Minimum 3+ years in corporate governance/proxy voting role, with emphasis on operational aspects, preferred
- Innovative, motivated, client-oriented and commercially-aware thinker
- Demonstrated project management skills – define scope, resources and time lines and manage to deliverables
- Excellent organizational and verbal skills
- A team player able to effectively manage the expectations of a diverse and demanding client base
- Absolute personal and business integrity