Senior Manager, Client Service

2 weeks ago

Sydney, New South Wales, Australia Guidepoint Global, LLC. Full time
Senior Manager, Client Service (Relocate to Singapore)

What We Do:

The Client Service team connects Guidepoint's clients with subject-matter experts to better inform their business decisions. They take the time to understand each client's specific research needs and deliver the experts closest to the topic, often within hours.

The Senior Vice President, Client Service will be responsible for managing the performance and quality of a team of Client Service professionals in Singapore. This role involves providing strategic leadership, mentoring, optimizing service delivery processes, and supporting staffing and client relationship management efforts. The ideal candidate will possess exceptional leadership skills, a strategic mindset, and the ability to drive team performance, operational excellence, and client satisfaction.

Relocation support will be provided.

What You Will Own:

  • Lead and manage the Client Service Division for the Singapore office, setting a vision for exceptional client engagement and fostering a positive, collaborative, and high-performance culture.
  • Strategically allocate client accounts among team members to ensure balanced workload and optimal client service delivery.
  • Strengthen client relationships by ensuring the delivery of exceptional services and addressing any concerns in a timely manner.
  • Implement strategies to continuously improve client satisfaction and retention.
  • Conduct regular market trends and competitor analyses to identify areas for differentiation and improvement, staying attuned to shifts in client preferences and market dynamics.
  • Implement strategies to optimize the servicing process, enhancing operational efficiency and effectiveness.
  • Monitor team performance metrics and identify any deviations from established performance standards.
  • Provide coaching and support to team members, offering guidance on performance improvement and professional development to maintain a high-performance culture.
  • Collaborate with global leaders and cross-departmental stakeholders to align Client Service strategies with overall organizational objectives.

Experience You Will Bring:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • Extensive experience in Client Service or Account Management, preferably in an international, professional services environment.
  • 5+ years of leadership and team management experience with a track record of building and developing sizable, high-performing teams in a competitive, metrics-driven environment.
  • High levels of Emotional Intelligence and flexibility.
  • Entrepreneurial mindset, strong strategic thinking, and problem-solving skills.
  • High proficiency in spoken and written English.
  • Excellent communication and interpersonal skills.
  • Willingness to travel as required.

What We Offer:

  • Competitive compensation.
  • Group medical insurance coverage and dental benefits.
  • Casual, multicultural work environment.
  • Central office location.

About Guidepoint:

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 1.5 million experts and Guidepoint's 1,300 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.

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.

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