The Manager, Service role is a crucial leadership position in the Public Markets segment at GLG. This role integrates commercial and service leadership responsibilities, ensuring the team delivers excellent client service while overseeing client engagements, managing people development, and tracking commercial performance. The Manager partners with their VP to expand client relationships and assists in developing and maintaining business performance improvement initiatives.
We are looking for someone who has a strong background in client service and coaching who wants to develop their commercial acumen and build deeper client relationships. The ideal candidate will be able to identify, coach, and develop talent while they simultaneously build their own skills in account management and driving usage.
Specific responsibilities include (but are not limited to):
Managing a high-performing client servicing team
- Manage and lead a team of Associates – often spread across offices and time zones – to uphold quality of service expectations and meet or exceed commercial goals.
- Serve as hands-on support to VP to manage the team’s opportunities (i.e., scoping, staffing, resourcing, and problem solving), and optimize service and delegation (i.e., air traffic control across team’s projects to ensure on track to meet the client’s needs and expectations).
- Develop Associates’ capabilities and skills through new hire onboarding, continued coaching, feedback requests, and 1:1 performance management.
- Track and coach to KPIs for individual Associate and team performance.
- Reinforce compliance and service standards and manage to ensure they are met.
- Build strong relationships with global colleagues to actively drive stronger client outcomes.
- Develop high potential Associates into our next generation of Managers.
Managing your book of business and tracking the client experience
- Implement account strategy, manage account revenue, and track the overall health of your account(s).
- Maintain and grow key client relationships within specific offices and teams.
- Demonstrate detailed understanding of user base, owning users directly and assigning users to Associates for outreach as appropriate.
- Collaborate with VP on account renewals, new user onboarding, user activation, user retention, and client engagement efforts.
- Oversee the client project lifecycle by ensuring the delivery of successful client outcomes, identifying opportunities to cross-sell BTC projects, assessing the quality of client experience, and acting on feedback.
The ideal candidate will have:
- 5+ years of client service or consulting experience with 1-2 years of direct management experience.
- Experience fostering strong client relationships and winning back users/teams.
- Exhibited leadership skills by taking an active role in people development through mentorship, delegation, and/or teamwork.
- Demonstrated outstanding communication skills and the ability to build strong client/user relationships.
- Results-oriented focus and track record of business growth/turnaround.
- Excelled in a data-driven, entrepreneurial, and challenging environment.
- Proven ability to manage and motivate teammates of client service professionals.
- Thrive when working in a fast-paced, client service environment.
- Passion for problem-solving around unique challenges and delivering exceptional results.
- Desire to engage with, model, and drive commercial success through building trusted client relationships.
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.elementordev.kinsta.cloud.
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.
