Senior Member Services Manager

Job Description

Senior Member Services Manager

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Department :Member Services    Reports to: Vice President of Services    Classification: Exempt

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Position Purpose:

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Support CPAmerica member firms and help them learn from one another. Serve as a responsive contact for general member needs while developing working knowledge of assigned practice areas or firm functions. Use that knowledge and input from member committees to plan useful meeting and learning content, secure speakers, and connect members with relevant expertise.

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What this Position Does:

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• Member service and subject knowledge. Respond to member questions promptly, identify the underlying need, connect members with appropriate peers, resources or subject matter experts, and follow through. Learn the priorities, terminology and current issues in assigned areas of a member firm’s work so recommendations become more useful over time. Recognize when a request requires the Vice President’s involvement.
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• Committees and program content. Plan and facilitate meetings of assigned member advisory committees. Help committees identify member needs and shape agendas for live meetings, webinars and other learning opportunities. Turn committee discussion into clear topics, intended outcomes and practical next steps.
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• Speakers and learning programs. Research potential presenters, assess their fit for the audience, invite and secure speakers, negotiate speaker terms within approved authority, and prepare them for the program. Develop content plans and agendas with committees and speakers. Coordinate continuing education requirements and program information with the staff responsible for execution.
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• Speaker costs and event coordination. Prepare and manage the speaker portion of assigned program budgets, track commitments and flag expected changes. Partner with the Events team, which owns the remaining event budget and event logistics, to deliver the program. Keep program owners informed of decisions, deadlines and changes.
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• Records and improvement. Maintain accurate committee, contact, expertise, program and calendar records in CPAmerica’s systems. Track participation and member feedback; report outcomes, concerns and specific improvements to the Vice President of Services. Where assigned, support preferred provider relationships under the direction of the Vice President or President.
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How Success is Demonstrated:

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• Members receive timely, accurate help and know when to expect a follow up.
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• Assigned committees have focused meetings and see their input reflected in relevant programs.
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• Meeting agendas and speakers meet the needs of the intended audience; speaker commitments stay within approved limits.
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• Colleagues receive clear handoffs, reliable updates and accurate records.
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• Member feedback and program results lead to specific improvements.
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Professional Expectations:

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This is a member facing role requiring sound judgment and steady conduct. The manager prepares for meetings, listens without interrupting, asks clarifying questions, and communicates respectfully with members, speakers and coworkers, including when receiving feedback or handling a disagreement. The manager follows through on commitments, acknowledges mistakes, protects confidential member information, and raises concerns early when a decision exceeds their authority or could affect a relationship. They use initiative to solve routine problems and seek guidance when the stakes or facts warrant it.

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Qualifications:

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• Experience supporting clients or members and coordinating programs, meetings or professional learning; professional association experience is helpful.
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• Clear writing, confident meeting facilitation, organized follow through and the ability to manage several deadlines.
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• Ability to learn the language and priorities of CPA firm practice areas and operating functions; prior accounting industry knowledge is helpful but not required.
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• Comfort using Microsoft 365, member databases and other work tools to maintain accurate information and communicate effectively.
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• Bachelor’s degree or equivalent relevant experience.
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Travel:

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Approximately four to five trips per year, averaging four days each; frequency may vary with program needs.