Associate, Member Success

Описание вакансии

Member Success Associates are enthusiastic professionals who act as front-line customer success for GLG Network Members.

Full Job Description:

Member Success Associates are responsible for delivering exceptional customer support for GLG’s Network Members: Approximately ~1,200,000 former C-suite executives, academics, scientists, policy specialists, former public sector leaders and other top professionals. This is a fast-paced customer service position in which Associates interact with Network Members daily, answering questions through phone, chat, and email platforms.

Member Success Associates thrive in a fast-paced environment, multitasking between various responsibilities. They are curious individuals who are excited about a problem-solving, communication-driven role. Whether it is walking a business leader through GLG’s project workflow and payment platform or chatting with a new Network Member about building their profile through our online chat feature, the Member Success Associate role is an exciting computer-based position in a growing global firm.

Specific Responsibilities Include (but are not limited to):

As a Member Success Associate, each day will present a variety of inquiries from both Network Members and colleagues ranging in complexity and level of urgency. You will learn to master the Network Member relationship workflow while developing business acumen, time-management skills, professionalism, negotiation, and communication skills.

Member Success Associate – Additional Details

Fluent Korean and English speaker. Additional languages a bonus. Please note this role is a hybrid position requiring office attendance 3-4 times per week.

You will also:

• Complete a fast-paced training program
• Interact with GLG Network Members via email, telephone, and live chat
• Solve approximately ~45 Network Member-related inquiries per day, including issues relating to payments and technology tools
• Develop knowledge of customer service technology tools, including Zendesk
• Adhere to standardized workflows to provide a consistent service experience as well as ‘think on your feet’ to provide custom solutions to Network Members
• Partner with other GLG teammates to develop a deep understanding of GLG Network/end market strategy and offer support to alignment teams
• Collaborate with GLG’s compliance team to protect the integrity of all GLG engagements and to ensure that Network Member profiles are complete and up-to-date

An Ideal Candidate Will Have the Following:

Across all of our positions, GLG seeks excellence, integrity, creativity, and professionalism. Specifically, we look for individuals who thrive in new environments and approach their work with precision and a drive to continually improve overall skillset and performance.

 The following factors will strengthen an applicant’s candidacy:

• Ability to read, write and speak Korean and English at a fluent level. Other language skills including Japanese or Mandarin are a plus.
• Passion for high-level customer service with a successful track record in working in a team environment
• Strong written and verbal communication skills using a variety of communication channels (telephone, e-mail, live chat, etc.)
• Demonstrated commitment and attention to detail, ideally in a high-volume, fast-paced environment
• Strong problem-solving skills and ability to work under stress
• Passion for fast-paced learning, especially in a technology-enabled environment
• Ability to work effectively independently and/or collaboratively in a team
• Bachelor's degree or above

About GLG / Gerson Lehrman Group

GLG is the world’s leading platform for trusted human expertise. We connect global decision-makers—from hedge fund managers and private equity partners to strategy leaders at Fortune 500s—with the specific, authoritative voices required to answer their most critical questions.

At GLG, you are an extension of our clients' core teams. You will work at the intersection of industries and global markets, navigating high-stakes challenges across the full spectrum of their strategic initiatives. Operating within the industry’s most trusted research environment, you’ll help our clients capture the nuanced perspectives that drive smarter, faster business outcomes.

We are a global team of pragmatic problem-solvers who mirror the intensity of the markets we serve. If you are driven by intellectual curiosity and a bias toward action, join us in reinventing the industry we invented.

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.