Project Manager, Client Service

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
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