Member Experience Advisor
Santa Barbara, CA

Summary:

Responsible for both the Member service experience and Member retention efforts for the organization, the Member Experience Advisor (MEA) seeks to ensure an exceptional experience for all the Members of the TIGER 21 community, and therefore functions as a trusted Advisor for our Members.

Each TIGER 21 Member will be assigned a MEA who will work with Member Development and Chairs to gather information that can personalize the Member experience, building on the Member profile developed during the prospect phase. The MEA will be the point person for that   Member once he/she joins TIGER 21 and will coordinate New Member Onboarding. The MEA will continue to gather and manage Member information to inform an experience that proactively personalizes the experience, especially with opportunities outside of the Group Meeting, to support creating an exceptional Member experience that leads to satisfaction and retention.

This position requires regular phone/email conversations with high net worth individuals and executive internal staff, so it requires considerable tact, discretion, and persuasion in order to obtain willing action and consent from those involved. A keen understanding of the audience being supported, coupled with the ability to build and maintain significant and enduring relationships is a must to be successful in this high impact role, so a similar past work experience of applying empathetic, active listening skills with conflict resolution to address member ‘pain points’ while providing alternative solutions in order to create an exceptional Member experience, is critical.

Main Responsibilities:

  1. New Member Onboarding – conduct orientation and coordinate additional touchpoints for all new Members who join our community to ensure they are introduced to the tools available for maximum adoption with a focus on:
    • Building out each new Member’s on-line profile
    • Assuring a memorable, personalized and effective new Member experience
    • Optimizing “Learn/Access/Connect” for each Member
    • Reflecting an understanding of what is important to the Member
  2. Client Service Support – respond promptly to all Member inquiries regarding, such as general and technical support, accounting, Membership referrals, Group visits, TIGER 21 events and programing. Perform any necessary steps that will assist in proactively supporting the TIGER 21 community.
  3. Member Journey – support the overall Member journey to ensure value is being received. Work with key stakeholders (Chairs, Field Ops) to resolve issues or to elevate as needed. Identify, track and report areas of challenges and opportunities that result from Member interactions. Support Member recognition efforts.
  4. New Initiative Promotions – support company marketing efforts, by communicating to Members any company initiatives that may aid in membership efforts, trainings, or other relevant community information. Provide training or additional information about all policies and initiatives.
  5. Member Programming – support select TIGER 21 programming, such as virtual and in-person events, as needed to increase Member engagement.

Qualifications:

  • Excellent communication skills with the ability to engage UHNW individuals in candid conversations over the phone and in person.
  • Strong service orientation, with a desire to exceed Member expectations
  • Works collaboratively with other team members to coordinate efforts, share best practices and capitalize on opportunities.
  • Works with field management to determine opportunities for improving the Member experience.
  • Experience and comfort with technology, including but not limited to Salesforce, Zoom, and Microsoft Office Suite, to manage and analyze this information to personalize the Member experience.
  • Serve as the ‘Corporate Advocate’, on-boarding new Members of newly launched and existing TIGER 21 Groups and helping Members during their tenure better leverage the TIGER 21 network.
  • Service Members with a myriad of matters, including but not limited to support, problem-solving, promoting TIGER 21 initiatives, introductions to other TIGER 21 Members, general technical support, accounting, etc., observing a 24-hour service level agreement.
  • Attend and support TIGER 21 events (in-person and virtual) as needed.

Experience:

  • Bachelor’s degree preferred
  • Strong client service skills; ability to interact with ultra-high net worth clientele
  • Previous experience in relationship management with HNWI or C-suite clients
  • 5+ years’ experience in customer service
  • Experience with Salesforce, Zoom, Microsoft Office Suite
  • Excellent verbal/written communication skills
  • Strong multi-tasking and organizational skills, with the ability to prioritize workload
  • Ability to diffuse potential conflict in a professional manner
  • Some travel is required

About TIGER 21

TIGER 21 is the premier international peer membership organization for high-net-worth wealth creators and preservers. Our programs are designed to help Members navigate the challenges and opportunities that come with extraordinary success.

TIGER 21 membership is focused around two central Member experiences – our intimate monthly full day Group meetings, where 12-15 Members engage with one another to explore issues of wealth preservation and challenges and opportunities created by the achievement of great success. Members explore how success impacts a family’s philanthropy and relationships. Industry leading experts are tapped for part of each meeting– while our network-building among peers encourages relationship building across the entire TIGER 21 community.

TIGER 21’s 1,000+ Members make up the largest global network of ultra high-net-worth wealth creators. The organization’s growth rate fluctuates between 10 and 20 percent per year.

Members come from a variety of backgrounds, including entrepreneurs from Main Street to Wall Street, top CEOs, and multi- generational wealth preservers who carry the responsibility of leading their family’s wealth preservation activities. The majority of TIGER 21 Members are first-generation wealth creators, and many are still actively engaged in entrepreneurial ventures.

Membership is by invitation only. Requirements for membership include demonstrated wealth in excess of $10 million in investable assets. Members, in the aggregate, manage over $70 billion of personal wealth, plus a subset of Members continue to manage an additional $65 billion of capital through investment partnerships they lead for others, creating a combined “footprint” in excess of $135 billion. Members are extensively screened to ensure that all Members are of high integrity and have enjoyed the requisite levels of success.

Founded in 1999, TIGER 21 is headquartered in New York City and has a staff of more than 40 with team members based throughout the U.S and Europe. There are currently 70+ Groups (each comprised of 12-15 Members) in 40+ markets throughout North America, the United Kingdom, and Switzerland.

Interested in being a part of our team?

TIGER 21 strives to help Members fulfill their goals of transitioning from wealth creation, to wealth preservation, and in so doing we help our Members define “what’s next” in both their personal and professional lives.

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