Associate, Member Success

Member Success Associates are enthusiastic professionals who act as front-line customer support and manage relationships with GLG Network Members. This role will proactively engage with GLG Network Members through data-driven outreach campaigns and initiatives. With a goal to build and manage relationship across GLG Network Members and internal stakeholders by providing a best-in-class experience.

Full Job Description:

Member Success Associates are responsible for delivering exceptional customer support and managing the overall success of GLG’s Network Members: Approximately ~1,000,000 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 – Spanish Skills:

Member Success Associates with Spanish language skills will be aligned with Network Members located in Latin America. In addition to interacting with Latin American Network Members, in this role the Member Success Associate will work closely with GLG’s Latin American focused Client Solutions team.

 You will also: 

• Work an 8:30am – 5:30pm, Monday through Friday schedule
• Complete a fast-paced training program
• Interact with GLG Network Members via inbound and outbound communication channels including email, telephone, and live chat
• Solve approximately ~40 Network Member-related inquiries per day, including issues relating to payments and technology, proactive outreach and 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 and recommendations to Network Members
• Proactively reach out to Network Members to position them for success when working with GLG and our Clients. This will consist of outbound telephone and email outreach.

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 Spanish or Portuguese at a fluent level—any of these are a plus, but they are not required
• 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
• Passion for fast-paced learning, especially in a technology-enabled environment
• Ability to work effectively independently and/or collaboratively in a team
• Experience working with online ticketing systems (i.e., Zendesk)
• Experience with outbound and inbound telephone outreach

Last updated on Jul 9, 2024