Vice President, Client Service

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Backed by a network of nearly 1.5 million experts, and Guidepoint’s 1,400 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.

Overview:

Reporting to the Senior Vice President, Client Service, the Vice President, Client Service will be responsible for overseeing and enhancing client relationships, ensuring the delivery of high-quality services, and leading a team of client service professionals. This role demands a strategic leader with a strong background in client service, excellent communication skills, and the ability to drive client satisfaction and retention.

What You Will Own:

• Responsible for performance of all research professionals serving under Research Team Leads
• Lead the Client Service team, develop and implement strategic plans to enhance client service delivery and satisfaction
• Build and maintain strong, long-term relationships with key clients; act as point-person for firm-wide research initiatives, coordinating with research managers in international offices
• Work with Senior Management and individual sales teams to manage on-going trials from a servicing perspective, create an account strategy for all EMEA non-consulting accounts and work closely with research teams to help execute
• Oversee the resolution of complex client issues, ensuring timely and effective solutions
• Monitor client service metrics and KPIs, and implement improvements based on feedback and performance data
• Partner with Senior Management in designing and implementing training programs for Research Project Managers and Associates to teach best research, communications, service and compliance practices
• Drive client retention and growth by identifying and addressing client needs and opportunities
• Ensure compliance with company policies, standards, and regulatory requirements in all client interactions

What You Have:

• Bachelor’s degree in Business Administration or equivalent
• Extensive experience in Client Service or Account Management, with at least 6 years in a leadership role. Prior experience in Expert Network or Consulting would be a plus
• Proven track record of managing and growing client relationships in a B2B environment
• Excellent interpersonal and communication skills, with the ability to interact effectively at all levels of the organization
• Strong analytical and problem-solving abilities, with a focus on continuous improvement
• Experience with client service software and CRM systems
• Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment
• Exceptional organizational and time management skills, with the ability to handle multiple priorities
• High proficiency of written and spoken English
• Ability to travel as needed to meet with clients and attend industry events

What We Offer:

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

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