Client Services Analyst

About IDR:
Founded in 2020, IDR is a global expert network delivering fast, reliable, and cost-effective insights through a vetted pool of experts. With 250+ employees across 8 global offices, IDR operates 24/7 and is trusted by leading brands worldwide.

The Role:
We are looking for a proactive Client Services Associate to join our team at IDR. In this role, you will be the key liaison between IDR and its clients, ensuring a seamless project experience, high client satisfaction, and long-term relationship growth. This role offers the opportunity to collaborate across international teams and industries, while playing a central part in the expert engagement process.

Key Responsibilities:

• Client Relationship Management

Serve as a single point of contact with assigned clients.

• Project Coordination & Execution

Coordinate with clients on the execution of their respective projects.

• Client Communication and Expectation Management

Keep clients updated on the status of their projects and ensure expectations are adequately managed.

• Internal Collaboration & Issue Escalation

Work with internal operations teams to answer project-related questions and escalate issues to clients when necessary.

• Call Scheduling

Schedule and coordinate client and expert calls.

• Quality Assurance

Ensure the quality of submissions from the operations team, performing quality checks before sharing with clients.

• Account Growth Strategy

Devise and implement strategies to grow critical accounts with existing clients.

• Market and Competitive Insight Development
• Develop a deep understanding of the competitive landscape for IDR in the industries we operate in.
• Data Management

Ensure that internal data records are updated per predefined standards.

• Information Security Compliance

Comply with information security principles and policies relevant to the role.

Education:
Bachelor’s degree in business administration, Management, Project Management, or a related field.

Experience:
2+ years of experience in client services, account management, or project management.

Preferred Skills:
Strong written and verbal communication skills in English (mandatory).
Authorization to work in the United States or Puerto Rico is preferred, as IDR is currently unable to sponsor employment visas.
Strong academic credentials and/or customer-facing experience.
Excellent commitment to confidentiality and handling of sensitive information.
Ability to adapt to a fast-paced environment and work independently.
Attention to detail with the ability to quickly identify issues.
Open to collaboration, bringing your best to team efforts.
Creative thinker with the ability to take a non-traditional approach when solving problems.

What Do We Offer?
Work Location: On-site Office
Job Type: Full-time
Office Location: San Juan, Puerto Rico

Compensation & benefits:
Healthcare: Coverage as per company policy.
Leave: 15 vacation days, 7 sick days, plus U.S. Federal Holidays as per company policy.

EEO & Compliance Statement:
We are an Equal Employment Opportunity Employer. All applicants must be legally authorized to work in the U.S. or Puerto Rico, and our teams follow expert-network compliance standards to prevent unauthorized disclosure or insider information. Americans with Disabilities Act.

ADA Statement:
IDR provides reasonable accommodations to individuals with disabilities in the application and interview process, in accordance with the Americans with Disabilities Act (ADA). If you require accommodation at any stage, please contact our HR team.

Job Type: Full-time

Work Location: In person