Account Manager, Membership

Job Description

Job Description

Job Title: Membership
Account Manager

Classification: Full time,
Non-Exempt

Reports to: Chief Member Experience Officer

Department: Membership Department

Introduction:

The California Lawyers Association (CLA) is the Bar association for all California attorneys. We are a member-driven, mission-focused organization dedicated to the professional advancement of attorneys practicing in the state of California. CLA houses the eighteen Sections including the New Lawyers Section (NLS) that share an area of interest in law and each offers top-tier programs, award winning conferences, events, and provides access to outstanding legal resources. We continuously seek new ways to expand our offerings. Through premier educational and networking opportunities, our members can maintain expertise in their fields, build contacts, and uphold the legal profession and system. CLA also has several initiatives that support its mission of promoting excellence, diversity and inclusion in the legal profession and fairness in the administration of justice and the rule of law. 

 

CLA is committed to promoting excellence, diversity, and inclusion in the legal profession and fairness in the administration of justice and the rule of law. We are dedicated to the professional advancement of attorneys from a variety of diverse backgrounds practicing in the state of California. All CLA employees must demonstrate cultural fluency by proactively managing bias and maintaining sensitivity to race, color, ethnicity, national origin, physical or mental disability, gender, gender identity, gender expression, sexual orientation, religion, and age of our members and the legal community.

 

Job Summary:

The Membership Account Manager is responsible for managing relationships with law firms, organizations, and individual members to strengthen engagement, increase membership growth, improve retention, and support organizational initiatives. This role combines account management, member services, business development, and consultative relationship management. While initially focused on supporting CLAs direct billing transition, the position will evolve into an ongoing membership account management role responsible for expanding participation, increasing member value, and fostering long-term relationships.

Responsibilities:

• Develop and execute outreach strategies to recruit, engage, and retain both individual attorneys and law firms by promoting CLA membership, sections, educational programs, and member benefits through consultative relationship management.
• Build and maintain relationships with prospective and existing individual members and firm accounts, identifying opportunities to increase membership participation, renewals, engagement, and utilization of CLA programs, services, and resources.
• Schedule and lead virtual and in-person meetings with prospective and existing individual members, managing partners, firm administrators, and other decision-makers to present the value of CLA membership, direct-bill options, and member benefits.
• Develop and maintain strong relationships with firm leadership through ongoing communication, follow-up, and consultative engagement.
• Educate firms on CLA membership benefits, section participation opportunities, educational resources, professional development offerings, and firm-wide engagement opportunities.
• Assess firm needs, identify barriers to participation, and recommend membership solutions that align with organizational goals and attorney development objectives.
• Guide firms through the enrollment process, including membership selection, billing arrangements, and implementation planning.
• Assist firms with completing membership agreements, billing authorizations, and related enrollment documentation.
• Track prospecting activities, sales pipeline progress, firm interactions, and conversion outcomes within the organization's CRM or membership database.
• Collaborate with Member Services, Finance, Marketing, and Business Development to lead and implement membership initiatives, resolve member issues, and continuously improve the member experience.
• Monitor member feedback and industry trends and recommend strategies to improve member engagement, retention, and organizational growth.
• Serve as a primary point of contact for firm membership inquiries and provide timely resolution to questions and concerns.
• Prepare regular reports on outreach activities, firm conversion metrics, membership growth, and revenue performance.
• Meet established goals related to firm acquisition, attorney enrollment growth, direct-bill conversion, and membership retention.
• Perform other duties as assigned in support of membership recruitment and retention.

 

Skills and Requirements:

• Customer-focused mindset with a commitment to delivering exceptional service.
• Strong problem-solving and conflict-resolution abilities.
• Ability to influence and guide members through change while maintaining positive relationships.
• Self-motivated with the ability to work independently and achieve established goals.
• Professional demeanor and ability to represent the organization positively.
• Strong analytical skills and ability to interpret account information and member data.

Qualifications:

• Bachelor's degree preferred or equivalent combination of education and experience.
• Minimum of 2-3 years of experience in account management, customer service, business development, membership services, sales, or a related field.
• Strong interpersonal and relationship-building skills.
• Excellent verbal and written communication skills.
• Ability to confidently conduct phone calls, virtual meetings, and in-person presentations.
• Strong organizational skills and attention to detail.
• Ability to manage multiple accounts and priorities simultaneously.
• Proficiency with CRM systems, Microsoft Office Suite, and database management tools.
• Experience working with memberships, subscriptions, billing, or payment systems is preferred.

Performance Expectations:

Success in this role will be measured by:

• Successful transition of assigned members to the new payment process.
• Member satisfaction and retention rates.
• Completion of outreach goals and follow-up activities.
• Accuracy and timeliness of account documentation.
• Quality of member relationships and service provided.
• Achievement of project timelines and conversion objectives.