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Customer Success Manager-ES&I Insights - Washington, United States - Guidehouse
Description
Job FamilySales Support & Administration
Travel Required
None
Clearance Required
None
What You Will Do
Guidehouse Insights is a dedicated research and advisory team at Guidehouse that supports global clients operating within global clean technology markets.
You are responsible for delivering a successful customer journey and touch points that create long term client engagement, driving product adoption, retention, user/usage growth and supporting strategic objectives at the account level.
You bring a passion for client service with a talent for driving successful outcomes for both internal and external partners.
The successful candidate will support clients in accessing and utilizing syndicated and subscription-based intelligence products, troubleshooting ad-hoc client issues, and coordinating with subject matter expert specialists and account managers to maximize client value.
Responsibilities Include
Ensure high-quality, timely client support, responding to questions and inquiries related to research reports, subscription services, and custom research engagements
Manage and track research subscriptions
Coordinate analyst inquiry calls, briefings, and webinars
Assist the Business Development team in cultivating existing client relationships and identifying upselling opportunities
Proactively anticipate client needs
Contact clients with relevant blogs, articles, events, and forthcoming research reports
Monitor status of subscriptions to ensure renewal
Assist clients with technical (website) issues
Track, analyze, aggregate, and report key sales and client service metrics
Create, refine, and distribute client communications and presentation materials (email templates, PPT decks, etc.)
Communicate with customers on future initiatives including product roadmap, new products, company activities, new business opportunities and ongoing system improvements.
Assist account leads with closing incoming leads in a professional and timely manner while also laying the groundwork for deeper client relationshipsCreate value-added opportunities to enhance collaboration such as sales meetings, report briefings, etc.
Track client issues, proposing solutions and escalating to the appropriate person to the point of resolution.
What You Will Need
Due to nature of client engagement, must be a US Citizen or US Permanent Resident
Bachelor's degree and minimum 6-8 years of prior relevant experience; Or Master's degree and minimum 4-6 years of prior relevant experience
Demonstrated experience in a client service or sales role, working with sophisticated corporate clients
Customer service orientation and sense of urgency
Strong organization and project management skills, detail-oriented
Ability to think critically and to anticipate gaps and identify areas for improvement
Excellent verbal and written communication skills
Proficient in Microsoft Word, Excel, and PowerPoint
Knowledgeable in basic data management techniques
Interest in emerging technology and energy markets
Computer and technology savvy
Must currently reside in contiguous United States. Candidates within 50 miles of a Guidehouse office may be required to work a hybrid work schedule instead of 100% remote
The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described
What Would Be Nice To Have
Work as a member of a team as well as be a self-motivator with ability to work independently with minimal oversight
Communicate frequently with co-workers as well as with managers to discern their needs, and be able to express themselves
Maintains consistent hours and schedule
Frequently communicates with clients and coworkers and must be able to share information effectively
Generally works in an office environment
During this recruitment process you will be given a case study that will be provided 2 days prior to your interview to which you will be expected to present such.
The annual salary range for this position is $100,200.00-$150, Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave and Adoption Assistance
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Student Loan PayDown
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
Mobility Stipend
About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.
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