Customer Success Manager-ES&I Insights

Washington, DC, United States

Job Family

Sales 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. The candidate will lead the development and execution of data driven processes to deliver world class customer experience.

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 relationships

Create 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-$150,200.00. 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.

What We Offer

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.

Benefits Include

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 1-571-633-1711 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

#J-18808-Ljbffr