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: https://www.guidepoint.com/wp-content/uploads/2022/08/Client-Service-Promotion-Roadmap.pdf  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    Offices: Mumbai, Maharashtra, India (Mumbai);