Project Manager, Client Service

Job Description

• 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

• 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

• 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

• 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

• 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

• 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

• 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)

• 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

• • 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

• 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

• Competitive compensation
• Employee medical coverage
• Central office location
• Entrepreneurial environment, autonomy, and fast decisions
• Casual work environment

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