Job Summary
Manager, Member Success is a member of the Member Success team and reports to the Senior Manager, Member Success. Member Success Managers lead a team of high performing professionals who act as front-line relationship managers to GLG Network Members, a network of business and investment leaders that are driving industry decisions throughout the world.
Member Success Managers are self-starters, collaborative and driven. They are always striving to further streamline the experience of our Network Members, both in terms of technology platform and interpersonal interactions, driving key strategic initiatives and ensuring superior service.
Key Responsibilities:
- Manage and lead a team of Member Success Associates
- Grow and develop direct reports’ capabilities and skills through coaching, feedback, and performance management during regularly scheduled individual meetings and through personal development plans
- Serve as hands-on support for the team’s opportunities (i.e. staffing, resourcing, problem solving), optimize work delegation, and help implement workflow improvements and changes as needed
- Train and mentor team members to ensure excellence in Network Member experience, communication skills, and as aligned with GLG’s Compliance Framework
- Motivate and maintain high morale of team members by creative and innovative means
- Monitor and analyze reports (daily, weekly, and monthly) to enhance team efficiency
- Communicate with Network Members and internal stakeholders to resolve any outstanding concerns and escalations
- Perform other duties and responsibilities as assigned
Required Skills:
Qualified candidates will have:
- 2-3 years of experience in a customer-facing role
- Demonstrated success managing direct reports is required; desire to mentor and manage employees is required
- Demonstrated commitment, judgment, emotional maturity, and intensity, ideally in a fast-paced, multi-task-oriented environment
- Passion for solving complex problems and executing best-in-class customer service
- Demonstrated fluency in using technology tools to improve effectiveness and increase efficiency
- Strong communication, presentation, and interpersonal skills, with experience successfully and diplomatically handling challenging situations and conversations
- A demonstrated ability to work effectively across teams and business units to achieve success
- Proven proficiency with Microsoft Office programs (including Excel and Outlook) and other database and technology tools are required
Candidates for this position must have a clear track record of excellence in several categories, including:
- Exhibit leadership among team members, taking an active role in people development, through mentorship, delegation, and/or teamwork
- A demonstrated ability to understand people and communicate clearly
- Resilience / strength of character: the willingness to take risks and overcome failures
- Teamwork and professionalism
What We Offer:
Benefits: All U.S. GLGers also have access to benefits such as:
- Comprehensive medical, dental and vision coverage effective on your first day of employment
- Flexible paid time off. No pre-determined limits on vacation time, plus 10 company holidays
- 401(k) and Roth 401(k) plans with an employer match (subject to annual limits & vesting)
- Tuition reimbursement program for eligible courses including language skills courses
- Paid parental leave, adoption and surrogacy reimbursement
- Free wellbeing support with the Calm app, Maven and EAP, and free long-term therapy & counselling assistance through Pathways
- Other work perks and benefits available based on final job location
Compensation: GLG is committed to fair and equitable compensation practices. Actual compensation is based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. Certain roles may also be eligible for incentive compensation.
About GLG / Gerson Lehrman Group
GLG is the world’s insight network. Our clients rely on GLG’s global team to connect with powerful insight across fields from our network of approximately 1 million experts (and the hundreds of new experts we recruit every day).
We serve thousands of the world’s best businesses, from Fortune 500 corporations to leading technology companies to professional services firms and financial institutions. We connect our clients to the world’s largest and most varied source of first-hand expertise, including executives, scientists, academics, former public-sector leaders, and the foremost subject matter specialists.
GLG’s industry-leading compliance framework allows clients to learn in a structured, auditable, and transparent way, consistent with their own internal compliance obligations and the highest professional ethical standards. Our compliance standards are a major competitive differentiator and key component of the company’s culture.
To learn more, visit www.GLGinsights.com.
Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.