Member Services Specialist
$85k - $95kFull-time
Addition Management
Position: Membership Services Manager
Location: New York, NY (Mostly Remote)
Salary: $85K-$95K + Bonus + Incentives
Growing Non-Profit trade organization seeks a Member Services Manager to join their team
Responsibilities:
- Serve as the primary relationship manager for a portfolio of U.S. members (Account Management).
- Develop structured engagement plans to support retention and multi-year growth.
- Identify expansion opportunities within assigned accounts for all digital products, services & training
- Monitor engagement KPIs and proactively address risk of churn.
- Lead onboarding for new members, ensuring rapid activation and program alignment.
- Deliver orientation sessions introducing benefits, working groups, standards, and education programs.
- Establish three-year engagement roadmaps for strategic accounts.
- Conduct regular engagement reviews with member stakeholders.
- Capture business priorities, regulatory drivers, and innovation initiatives.
- Translate member feedback into actionable insights for internal teams.
- Encourage and facilitate participation in forums, working groups, and regional events.
- Partner with internal teams to ensure programming aligns with industry priorities.
- Support bespoke or member-led collaborative initiatives.
- Promote education, certification, and standards programs.
- Identify opportunities for increased adoption across member organizations.
- Leverage CRM (Salesforce) to track engagement, usage, and growth indicators.
- Analyze trends and engagement data to inform proactive outreach strategies.
- Research members activities and priorities to leverage growth.
- Act as an escalation point for member issues.
- Coordinate internally to ensure timely and effective resolution.
- Continuously improve member support processes.
- Partner with Sales on renewals and expansion.
- Collaborate with Marketing on targeted communications.
- Work with Product and Standards teams to align offerings with member needs.
Qualifications
- Bachelor's degree required
- 5+ years’ experience in account management, customer engagement, member services, client success, or relationship management.
- SalesForce (or comparable CRM Software experience preferred
- Experience or familiarity of AI, data management, financial services, technology, regulatory, analytics, digital transformation, standards or engineering environments preferred.
- Exceptional communication, interpersonal, problem-solving skills and a customer-centric mindset.
- Ability to travel when required (5%-10%)
Vacancy posted 8 hours ago
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