Let's 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 team's 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:

• Bachelor's 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3〜5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

#Sales

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 grow—professionally and personally.

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

Let's empower, collaborate, and inspire.

Let's 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 3,400 professionals in 33 locations worldwide, serving around 6,400 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 Solutions enable 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 Solutions also provides climate data, analytics, and advisory services to help financial market participants understand, measure, and act on climate-related risks across all asset classes. In addition, our solutions cover corporate and country ESG research and ratings enabling its clients to identify material social and environmental risks and opportunities.  

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