Research Manager, Client Service
Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. The Research Manager, Client Service role involves managing client requests, collecting primary research insights, and collaborating with various teams to optimize client service delivery.
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
Skills
- Bachelor's or Master's degree
- 1-2+ years 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 all U.S teams
- 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
- Experience with consulting or professional services is a plus
- AI fluency and experience using AI-enabled tools to support research, organization, prioritization, and written communication
- Ability to use AI-enabled tools thoughtfully and responsibly, with attention to accuracy, confidentiality, data quality, and human judgment
- Curiosity about emerging technology and a willingness to continue building skills with new tools that improve productivity and client service
Benefits
- Annual commission based on performance
- 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
Company Overview