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 TC when necessary
- Communicate any other issues to GPG counsel
Team Participation
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- 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:
- bachelors/Masters 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
