About this role
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.
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