Overview:
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 2 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
What You Will Own:
Manage and retain existing strategic client accounts
Provide excellent customer service
Build long lasting relationships with key users
Act as an extension of clients’ research teams
Grow client accounts
Achieve growth targets on accounts
Penetrate userbase
Contact clients to obtain new projects
Push events, teleconferences or new advisors
Wherever possible convert Trials to full clients through excellent service during trial period
Key Responsibilities
Project Management
Display a strong understanding of client requests and processes.
Communicate scope of project to assigned junior project managers / associates (if applicable)
Execute and complete projects within discussed timeline
Properly qualify advisors before sending bios to clients / send unvetted advisors when required
Promptly close out projects when finished (and keep status icons on projects up to date)
Consistently 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 long lasting relationships with clients to encourage new and repeat business opportunities. Proactively ask for referrals
Engage new users through invitations to events, proactive push, periodic phone calls, meetings, etc. (multiple users increases client stickiness)
Work with Sales/Client Growth 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 when possible
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
Work closely with Sales/Client Growth to conduct regular account reviews, analyze account profitability and develop and execute on strategic account goals
Attend client meetings (both current clients and prospects)
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
Provide ad-hoc training sessions for the rest of the team when required
Interview candidates as needed
Contribute to the development of training materials when needed
Share best practices with team…