Customer Service Manager
Issa
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 (KPIs) 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
Compensation details: 50000-60000 Yearly Salary
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