Head of Account Management (ISS Market Intelligence)

Let’s be #BrilliantTogether

Role Overview

The Head of Account Management, North America, is responsible for defining and executing the long-term vision for the Account Management function, ensuring alignment with the company’s strategic goals. This role leads a high-performing team focused on client retention, expansion, and satisfaction, driving revenue growth and maximizing client lifetime value.

Main Responsibilities

Strategic Leadership

• Define and communicate the long-term vision for Account Management in North America.
• Align team goals and initiatives with broader company strategy and growth objectives.
• Represent Account Management in executive planning and cross-functional leadership forums.

Team Management & Development

• Lead, coach, and develop a team of Account Managers to exceed performance targets.
• Provide structured management, regular feedback, and career development pathways.
• Foster a culture of accountability, recognition, and continuous improvement.

Client Success & Revenue Growth

• Own account retention, expansion, and satisfaction targets.
• Drive upsells and cross-sells strategies to increase client lifetime value.
• Act as an executive sponsor for strategic accounts, resolving escalations and identifying growth opportunities.

KPI Management

• Define and manage key performance indicators for the Account Management team, aligned with company revenue and retention goals.
• Monitor individual and team performance across upselling, renewals, client satisfaction, and engagement metrics.
• Use CRM dashboards and reporting tools to track progress, identify gaps, and implement corrective actions.
• Conduct regular performance reviews and provide coaching based on KPI outcomes.

Forecasting & Reporting Performance

• Own forecasting for account growth, renewals, and upsell revenue across the North American portfolio.
• Deliver accurate, data-driven performance reports to senior leadership, highlighting trends, risks, and opportunities.
• Collaborate with Sales Operations and Finance to ensure forecasts align with company targets and inform strategic planning.
• Maintain visibility into pipeline health and account status through CRM dashboards and reporting tools.

Cross-Functional Collaboration

• Partner with Marketing, Client Success, and Product to deliver impactful campaigns and solutions.
• Ensure seamless handoffs from New Business and BDR teams to Account Management.
• Champion client feedback and insights to inform product development and service enhancements.

Process Optimization

• Continuously improve account management workflows, tools, and reporting.
• Ensure data integrity and visibility across CRM and client engagement platforms.
• Build clear structure, process, and expectations for directly managed teams.

Qualifications

• BA/BS degree in a related field.
• 10+ years of experience in a customer-facing organization with a focus on service delivery, account management, and client engagement.
• Demonstrated success in building structured, process-driven environments.
• Proven track record of recruiting, managing, and developing high-performing teams.
• Energetic self-starter who uses performance metrics and user data to drive decisions.
• Strong professional etiquette and relationship-building skills, with empathy for client needs and perspectives.
• Excellent analytical, problem-solving, and project management capabilities.
• Exceptional communication and presentation skills.
• Skilled in influencing actions outside of direct reporting lines through relationship building, persuasion, and consensus.
• Deep understanding of value drivers in recurring revenue business models.
• Knowledge of the financial services industry

The expected base pay range for this role based in Boston, MA is $145,000- $175,000 per year. Exact compensation may vary based on skills, experience, and level of education. The role is bonus or incentive eligible.

#LI-JB1 #SALES #MIN #DIRECTOR

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 Market Intelligence (ISS MI) is a leading provider of data, insights, and market engagement solutions to the global financial services industry. ISS MI empowers asset and wealth management firms, insurance companies, distributors, service providers, and technology firms to assess their target markets, identify and analyze the best opportunities within those markets, and execute on comprehensive go-to-market initiatives to grow their business. Clients benefit from our increasingly connected global platform that leverages a combination of proprietary data, powerful analytics, timely and relevant insights, in-depth research, as well as an extensive suite of industry-leading media brands that deliver unmatched market connectivity through news and editorial content, events, training, ratings, and awards. 

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

We are proud to offer the following featured benefits 

• Medical, Dental, and Vision coverage
• 401(k) with a company match up to 9%, including a Safe Harbor contribution
• Flexible Spending Account (FSA) and commuter benefit programs
• Generous paid time off
• Volunteer Day
• Paid parental leave
• Hybrid working options

Institutional Shareholder Services Inc. (ISS) 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.  For more information, please view https://www.dol.gov/agencies/ofccp/posters.

ISS is committed to complying fully with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local laws.  ISS is also committed to ensuring equal opportunity in employment for qualified person with disabilities.  ISS prohibits discrimination against applicants and employees on the basis of disability as it pertains to the job application and hiring process and other terms and conditions of employment.  If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact ISS_Careers_Accommodations@issgovernance.com.  This email is created exclusively to assist disabled job seekers where disability prevents them from being able to apply online.  Only messages left for this purpose will be returned.  Messages sent for other purposes, such as following up on an application or other technical issues not related to a disability, will not receive a response.