Customer Service Manager

Job Description

Job Description

ISSA is the leading trade association for the cleaning and facility solutions industry worldwide. Our purpose is to change the way the world views cleaning. The association represents businesses, organizations, and professionals across the entire cleaning industry chain, including manufacturers, manufacturer representatives, wholesalers, distributors, in-house service providers, building service contractors, residential cleaners, and more.

The Member Engagement Manager is the primary driver of member engagement and retention. This role owns the front line of the member experience, serving as the central triage point for inbound and proactive outreach, extracting critical insights, identifying risks, and surfacing growth opportunities before they escalate. The qualified individual is responsible for cultivating high-touch, high-frequency engagement across assigned accounts to ensure members are actively connected, informed, and realizing measurable value. Every interaction is strategic.

Acting as the operational bridge between members and the Senior Sales Team, this role qualifies needs, uncovers objectives, identifies expansion opportunities, and documents all relevant intelligence within Salesforce to ensure seamless sales execution. This position is both relational and analytical. It requires structured engagement reporting to protect revenue and accelerate growth.

Duties and Responsibilities

• Secure Annual Membership Renewal Retention Rate

• Onboarding of Renewing Members

• Proactive Digital & Verbal Membership Engagement Communications

• Order Entry

• Service Members on all inquiries such as invoicing, LMS, login issues etc. Minimum response time of 1 business day requirement.

• Manage data integrity through a strong CRM discipline - Sales Force

• Logging 100% of member communications within CRM – Sales Force

• Identify new business opportunities and provide leads to Sr. Account Executive or Chief Engagement Officer

• Exceeding individual and team sales performance goals

• Maintaining business relationships with customers

• Support the deployment of services sold

• Act as backup for Sr. Account Executive or Chief Engagement Officer for sales

• Represent ISSA at industry events

• Other duties as assigned

Key Performance Indicators

Final key performance indicators (KPI’s) will be established based on member segmentation by your direct supervisor.

• Annual Membership Retention Percentage

• Annual Member Engagement Percentage

• Annual Net Promotor Score

• Minimum Weekly Average Engagement Activities:

• 15 Two-Way Engagement Calls (Not Voicemail)

• 30 Outbound Engagement Calls

• 50 Proactive Engagement Emails (Not Responsive Emails)

• 100% Response to inbound communications

Key Competencies

• Thorough understanding of traditional and emerging customer services tactics

• Strong verbal and written communication skills

• Ability to multitask, work independently and efficiently under deadlines

• Positive attitude

Mandatory Qualifications

• Proven experience in customer success, account management or similar

• Validation of hitting performance goals

• Ability to work within an office setting

• Proficient in CRM and/or AMS software

• Associate degree in business administration or equivalent work experience

• Minimum of 3 years’ experience in sales, customer service, or account management

• Proficient in Microsoft Office suite, including Word, Excel, Outlook, PowerPoint, and Teams.

Beneficial Qualifications

• Experience working with trade associations or a similar not-for-profit environment a plus

• Knowledge of the cleaning, facilities management, and/or restoration industry a plus

• Project management certification a plus

• Bilingual abilities are a plus