MEMBER SUCCESS LEAD

WHAT WE NEED

Let’s Talk Ops (LTO) is searching for a Member Success Lead to collaborate with LTO’s leadership and play a pivotal role in ensuring a seamless onboarding experience and exceptional ongoing care of our beloved members. This individual will be the first point of contact for new member inquiries, overseeing the onboarding process from initial outreach to integration onto our community platforms. The Member Success Lead must have a keen eye for detail and exceptional organizational skills. They will manage member care, address inquiries, provide support, and even celebrate life milestones within the community. Additionally, this role will involve assisting LTO’s managing director and head of community in coordinating event logistics, taking notes during meetings, managing accounting tasks, and providing general administrative support. The ideal candidate will thrive in a fast-paced, collaborative environment, embodying LTO's values of mutual respect, confidentiality, and a commitment to member success.

ROLE OVERVIEW

This role will start as an independent contractor position (1099), targeting approximately 15-20 hours per week. Rate/salary will be dependent on experience. As the Head of LTO’s Member Success Lead, you will play a central role in ensuring the seamless integration and ongoing support of our valued members. From overseeing the logistical aspects of member onboarding, managing and updating our databases with precision and confidentiality, to serving as a responsive point of contact for member inquiries and celebrations, you'll be instrumental in providing top-tier member care. Additionally, you'll coordinate event logistics for both regional and annual LTO events, handle invoicing, booking reservations, and monitoring registration deadlines. With a keen eye for detail, you'll assist in scheduling and coordinating meetings for subcommittees, the LTO board, sponsors, and other stakeholders while also providing essential administrative support to our leadership team. Your contributions extend to Summit event planning, where you'll play a vital role in coordinating logistics, tracking attendance, and providing on-site assistance during this annual flagship event.

CORE RESPONSIBILITIES

Your core responsibilities will include:

  • Facilitate Member Onboarding: Oversee the logistical aspects of the onboarding process for new members, from initial inquiry to integration into community platforms.

  • Database Management + Organization: Maintain and update LTO databases, including member information, event records, distribution lists, the Members-Only portal, and the organization of LTO’s Google Drive, ensuring accuracy and confidentiality.

  • Provide Member Care: Serve as one of the points of contact for member inquiries, offering support and assistance as needed over email and Slack and sending gifts to members as they celebrate major milestones.

  • Coordinate Event Logistics: Assist with event logistics for regional and annual LTO events, handling invoicing, booking reservations, tracking deadlines for menu selection, monitoring registration, etc. 

  • Meeting Support: Schedule and coordinate recurring meetings for the LTO Subcommittees, LTO Board, sponsors, and other stakeholders, coordinating calendars for LTO’s Managing Director and Head of Community. Prepare agendas, take notes during meetings you attend, and provide logistical support via Zoom for all virtual meetings.

  • Handle Accounting Tasks: Manage invoicing for membership dues, sponsorships, and event extras. Upload receipts and classify transactions for LTO’s Managing Director and the Head of Community as expenses arise. 

  • Assist in Administrative Tasks: Provide administrative support to LTO's Managing Director and Head of Community, including scheduling calls, taking notes, and other administrative tasks that help the LTO team run smoothly and more efficiently.

  • Summit Event Planning: Each year, LTO holds our annual three-day Summit for the community. The Member Success Lead plays an important role alongside our event planning team in coordinating hotel stays, tracking attendance, scheduling members for opt-in activities, and processing invoices for vendors. In addition to these pre-event tasks, the Member Success Lead is expected to attend the Summit each year to provide on-site assistance during the event.

QUALIFICATIONS AND ATTRIBUTES

We are looking for someone who has the following qualities:

  • ​​Proven Administrative Experience: Ideally, the candidate has demonstrated experience in administrative support, executive assistance, or a similar role. Bonus points if this experience is within the alternative asset industry, particularly venture capital.

    Successful Employment Track Record: The ideal candidate has a track record of success in previous roles and is highly regarded by past employers for their professionalism, reliability, and contributions.

    Commitment to Excellence: Demonstrates a strong desire to consistently deliver a best-in-class community experience for our members, showing dedication and enthusiasm for achieving high standards.

    Tech-Savvy and Willingness to Learn: Proficient with today’s workflow and productivity tools/software and eager to learn new technologies or processes as needed to excel in the role. Bonus points if you’re familiar with Airtable and Zapier.

    Trustworthiness and Reliability: Upholds confidentiality, demonstrates integrity, and builds trust with both team members and community members through consistent and reliable actions.

    Strong relationship and communication skills: Possesses a high emotional intelligence (EQ), maintains healthy boundaries, and uses clear communication when navigating professional relationships. Having customer service experience is a plus.

    Passionate about the Details: Shows a genuine passion for getting the details right, whether it's scheduling meetings in the correct time zone or ensuring accuracy in spelling and formatting, ensuring accuracy in all tasks, and taking pride in delivering error-free work is a must!

    Sense of Humor and Adaptability: Maintains a positive attitude, a sense of humor, and the ability to adapt to changing circumstances while maintaining professionalism and focusing on the task at hand.

OTHER THINGS TO KNOW

Your work will primarily be remote/virtual, with the exception of being asked to attend our annual LTO Summit, which will require you to travel for approximately one week each year. Candidates need to be U.S.-based.

You will have the opportunity to pursue projects and elements of the work you are passionate about and proficient at. You will also have the opportunity for growth and mentorship if you so desire. You will also be provided with all the technology, tools, and supplies needed for your success.

APPLICATION PROCESS

Please fill out the application form below. Once we receive your application, we’ll get in touch to schedule an initial screening. If you pass the initial screening, next steps will include:

  • A multi-phase interview process with LTO core team members.

  • A reference check.

  • A formal background check.

Questions? Concerns? Please contact us.