Client Service Research Manager

Guidepoint • Phoenix, AZ

6h • $60,000 - $60,000 • Hybrid

About The Position

OVERVIEW: The Client Service team is the backbone of Guidepoint’s success. The team is responsible for efficiently delivering Guidepoint’s services to our clients around the world. We work to understand each client’s unique business questions and help them gain critical insights to stay informed and make better business decisions. Come work with us to deliver the best service in the industry and help our clients make some of the most important business decisions in today’s economy. This is a Hybrid position based out of our Phoenix office. What You'll Do: Help clients collect primary research insights to explore and refine business-critical strategies, from new market entry and product launches to acquisitions and licensing deals Manage client requests including: project scope changes, expert scheduling and rescheduling, follow up queries for experts, as well as facilitating new project requests Use your knowledge to research, identify, and recruit appropriate experts for private telephone discussions, meetings, and surveys, then connect these experts to your clients Develop effective screening criteria, understand each client’s compliance requirements, and master Guidepoint’s proprietary CRM system Work closely with the Sales and Relationship Management teams to optimize client use of Guidepoint’s services Communicate with teammates in other offices to ensure seamless transitions between time zones on critical client requests Be knowledgeable of and follow any client-specific compliance procedure

Requirements

• Bachelor’s or Master’s degree
• 2+ years year of professional experience
• Intellectual curiosity and desire to learn
• Attention to detail: ability to follow a multi-pronged email thread among client team and US Guidepoint team, handle scheduling between clients and experts, pick up on details of client request, which can be specific
• Sense of urgency: Must thrive in a fast-paced environment with many stakeholders and understand client needs
• Process-oriented: must be able to remain organized when working on multiple projects and complete processes in alignment with the NY and Boston teams to ensure continuity between offices
• Advanced professional communication: must be able to communicate with consultants at top global consulting firms as well as experts, must be able to organize high volume of information into concise emails and maintain highest customer service etiquette when dealing with stressed clients, must be able to communicate project status with US team for a seamless pass off

Nice To Haves

• Experience with consulting or professional services is a plus

Responsibilities

• Help clients collect primary research insights to explore and refine business-critical strategies, from new market entry and product launches to acquisitions and licensing deals
• Manage client requests including: project scope changes, expert scheduling and rescheduling, follow up queries for experts, as well as facilitating new project requests
• Use your knowledge to research, identify, and recruit appropriate experts for private telephone discussions, meetings, and surveys, then connect these experts to your clients
• Develop effective screening criteria, understand each client’s compliance requirements, and master Guidepoint’s proprietary CRM system
• Work closely with the Sales and Relationship Management teams to optimize client use of Guidepoint’s services
• Communicate with teammates in other offices to ensure seamless transitions between time zones on critical client requests
• Be knowledgeable of and follow any client-specific compliance procedure

Benefits

• The annual salary for this position is $60,000. Additionally, this position is eligible for annual commission based on performance.
• You will also be eligible for the following benefits: 15 PTO Days, 10 legal holidays, and sick days
• Comprehensive Medical, dental, and vision plans
• Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off and parental leave plans
• Commuter benefits and a corporate discounts
• Development opportunities through the LinkedIn Learning platform
• Friday happy hour, “Summer Fridays”, and free snacks and beverages in the office
• Year-round corporate athletic league
• Casual work environment, team building, and other social events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level