Team Leader, Client Solutions - Austin, United States - GLG
Description
One of GLG's many capabilities is finding local expertise in global marketplaces for Americas-based clients.GLG has a dedicated engagement team focused on sourcing experts in China, which consists of personnel located in both the Americas and China to account for time-zone differences.
GLG is looking for a Team Leader, based in Austin, to manage the performance, product, and processes of this team from within the United States.
This is a highly complex and critical role, requiring someone capable of managing both the compliance and cultural sensitivities necessary to operate in China.
Overall, this Team Leader will play a crucial leadership role in delivering excellent client service, performance, talent development, and compliance.
This role will require developing a deep understanding of all client-type nuances, and partnership with GLG's broader Service (Client Solutions) and Sales organizations.
This is a great opportunity for those who are passionate about client service, leading teams, and enjoy the details of complex multi-product client servicing dynamics.
Before reaching out you should:
- Have at least 3+ years' experience, preferably in B2B customer service
- Track record of driving commercial growth
- Have at least 2+ years of direct people and/or team management experience
- Have outstanding communication skills and willingness to call and engage senior professionals
Fluency in speaking, reading/writing Mandarin Chinese:
- Be comfortable augmenting your schedule periodically to engage/check-in with members of the team in China
_Responsibilities & Expectations_
Performance Management
- Position the team and our clients for success through outstanding service, and clear goals/priorities
- Inclusive of close collaboration with Shanghaibased partner team and local manager
- Structured communication with local China manager, including minimum of biweekly 1x1s to review KPIs, develop action plans, and problem solve around key hurdles.
- Report directly into Americas International Markets Leadership on performance, action plans, strengths/opportunities
- Solutionsoriented mindset, actively proposing solutions with business and team's best interests in mind
- Lead a team of customer service professionals to exceed or outperform commercial targets
- Proactively work with internal partners to build awareness of China Solutions team and GLG's China capabilities to build and drive China business within the Americas
- Proactively engage with Americas clients to deepen relationships, build awareness of, and drive demand for GLG's China capabilities
- Lead from the front
- Help ensure that client requests are handled thoughtfully and in a timely manner
- Participating in skeleton crew and weekend coverage role model to set example for team and provide support
- Train & coach new hires and tenured members of the team
- Retain and develop talent
- Build close relationships with our Compliance, Product and Service Organizations as extensions of the direct team, with the purpose of delivering thoughtful solutions to GLGs clients
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).
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.
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.
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