Overview:
The Client Service team connects Guidepoint’s clients with subject-matter experts to better inform their business decisions. They take the time to understand each client’s specific research needs and deliver the experts closest to the topic, often within hours.
Play a vital role in Guidepoint’s success.
Who We Are:
- Team-oriented and collaborative
- Hard-working professionals who strive for excellence
- Built-in mentorship to help you drive and improve your project management and customer service skills, to deliver excellent results for clients
- Hands-on leadership to help you develop your career and provide opportunities for upward mobility within Guidepoint
- Guidepoint is passionate about your career growth: Check out our Client Service Career Trajectory
What You’ll Do:
Primary Objectives
- Manage and retain existing client accounts
- Penetrate multiple users
- Provide excellent customer service
- Grow client accounts
- Send multiple screened, quality advisors per project asap
- Contact client to obtain new projects
- Push events, teleconferences or new advisors
- Penetrate userbase
- Convert Trials to full clients through excellent service during trial period
Key Responsibilities
Project Management
- Understand client requests and create outline with screening questions
- Conduct topical and company research for projects
- Contact client to clarify project if needed
- Communicate scope of project to assigned junior project managers (if applicable)
- Execute and complete projects within discussed timeline
- Properly qualify advisors before sending bios to clients
- Promptly close out projects when finished (and keep status icons on projects up to date)
- Gather client feedback for quality control, service improvement ideas, and to determine if more work is needed
- Be cost effective – monitor hourly rate, minimize prep time payments and negotiate appropriately with Advisors
- Inform Team Lead of difficult projects taking longer than 48 hrs
Client Management
- Build relationships with clients to encourage new and repeat business opportunities
- Engage new users through invitations to events, proactive push, periodic phone calls, etc. (multiple users increases client stickiness)
- Work with Sales/RMs to keep abreast of status of client and any updates to contract/usage
- Interact with sales to onboard new clients and educate them on our service and offerings
- Research and know the client: obtain client coverage list and/or holdings list if at all possible
- Develop Account Plan by mapping out steps to grow the account over time
- Handle client issues in a timely manner (alert Team Lead of any major problems that arise)
- Monitor client activity monthly: research any drop-offs in usage and find ways to increase usage
- Attend and participate in meetings or calls with clients as requested by sales or Vertical Director
- Actively participate in Trials
Advisor Management
- Liaise with Associates to custom recruit for projects as needed
- Develop relationship with industry advisors (often leads to referrals, and timely follow-up)
- Edit profiles before sending to client (if necessary)
- Record newly uncovered advisor information or expertise in Advisor profiles
- Respond promptly to advisor responses, queries, problems, etc.
- Follow Advisor Rate Change guidelines
- Keep eye out for new recruiting ideas or new recruiting resources
Push/Sales
- Proactively notify clients of advisors that they might want to speak with
- Work with sales to determine who pushes events/teleconferences
- Market/communicate all product offerings to client (surveys, events, etc) on a regular basis
- Identify idle users and develop engagement plan
Training, Evaluation, Staffing
- Train new Associates on proper recruiting techniques, and project execution.
- Manage daily activities of Associates (if available)
- Monitor Associates’ work to ensure quality
- Interview candidates as needed
- Contribute to the development of training materials when needed
- Keep Vertical Director updated on training/progress/performance of assigned JPM (if applicable)
Compliance
- Know and follow compliance procedures
- Be knowledgeable of and follow any client-specific compliance procedures
- Screen request for compliance “red flags” and communicate them to Guidepoint Counsel
- Understand and explain Guidepoint Advisor T&C when necessary
- Communicate any other issues to GPG counsel
Team Participation
-
- Attend and participate in Team meetings and networking events
- Serve as back up for team colleagues when out of the office
- Complete additional projects and tasks as directed by Team Lead
- Contribute to development and maintenance of productive and collaborative environment for team
- Share best practices with team members
What You Have:
- Bachelor’s/Master's degree and a strong academic record required
- Desire to work in a client facing project management role that is KPI and metrics-driven
- Ability to work in a fast-paced, results-oriented environment
- Excellent time management and organizational skills
- Outgoing personality with the ability to speak with people at all professional levels
- Intellectual curiosity and desire to learn
- Excellent written and verbal communication skills
- Demonstrated ability to work both individually and as part of a team
- Fluency in English is a must
What We Have:
- Competitive compensation
- Employee medical coverage
- Central office location
- Entrepreneurial environment, autonomy, and fast decisions
- Casual work environment
About Guidepoint
Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.
Backed by a network of nearly 1.75 million experts, and Guidepoint’s 1,600 employees worldwide we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.
At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.
#LI-VD1
#LI-HYBRID