Organization The Smart Electric Power Alliance (SEPA), is the leading research and education membership organization helping utilities and technology companies advance clean energy and grid modernization solutions through open and transparent dialogue, objective information, and by advancing standards, & interoperability. SEPA provides a unique offering of national events, leading-edge market research, education, working groups and advisory services to help our members accelerate grid modernization projects. As the trusted platform for education, research, and collaboration, SEPA’s neutrality is a key factor in the organization’s success. Our philosophy focuses on bringing the expert stakeholders to the conversations to yield practical solutions. Our membership consists of 1,100 organizations, including utilities, technology providers, independent system operators, regulators, energy users, project developers, consultancies, and nonprofits, who look to us to provide the community, data, insight, and facilitation necessary to make the right decisions in the evolution of the utility business model and more engaging customer programs. Position
The Member Experience Manager spends 50% of their day on the phone and is comfortable interacting with members and non-members in person, on the phone, and via videoconference. They are responsible for engaging with current and new members to ensure they are aware of and receive full benefits.
They are able to analyze member needs and suggest SEPA products and services to maximize membership. They are the internal member advocate and make certain we continue to improve SEPA from the member viewpoint. This person is also responsible identifying and engaging at-risk members
They are customer-service oriented, highly organized, and a strong player of cross-functional teams. The position is based in Washington, DC, and may require occasional travel (<25%).
Proactively calls on SEPA members to help them understand the value of SEPA products and services, including: register for conferences, attend webinars, download reports and participate in working groups. Success will be measured by increase in member engagement.
Maintains regular and frequent contact with SEPA members to gauge their experience and responds to concerns
Uses insights from member conversations to improve value of membership and identify new member prospects.
Works with the Membership Manager to recruit new members
Responsible for expanding depth and breadth of contacts at SEPA member companies
Ensures at risk members are identified and engaged
Recommends changes to the member experience and leads improvements to member products, services,and experiences
Implements SEPA engagement strategy and coordinates staff to assist with this goal
Sells UEEF, Event Registrations, Group Membership Upgrades and add-ons with specific goals
Ensures that member requests and feedback are being addressed by appropriate staff members in a timely fashion
Assists in ensuring database and dues revenue information is current
Represents SEPA at industry events
Analyzes current marketplace to help identify gaps in SEPA membership and develops top recruitment targets within the utility, corporate, and non-profit communities
Other tasks as assigned
Bachelor’s degree preferred
Minimum 4 years of association membership/ sales and/or customer service experience required
Minimum two years of related experience (Not-for-profit organization experience a plus)
Experience with CRM software (SalesForce a plus)
Experience with Google platform including Drive, Mail, & Apps
Service Driven You have a strong enthusiasm for customer service – both internally with colleagues and externally with member prospects and stakeholders.
Good communicator. You have exceptional written, oral, interpersonal, and presentation skills. You are an adept consensus builder who excels at convening groups of people to reduce barriers.
Strong attention to detail. You are deadline-focused and understand the need for a quality product delivered on time. Your impeccable work style sets the standard.
Proactive and self-motivated. This is a key element of SEPA’s culture and is critical to our success. You think ahead, anticipate challenges, and take things from start to finish. You have a keen ability to determine what is working and what is not, and you take action to lead in the right direction.
Flexible. With major changes occurring both internally and in the industry at large, you are able to adjust to changing priorities and operate effectively in a fluid and fast-paced environment.
Collaborative work-style. With a wide range of stakeholders to support and/or guide, you possess a style that both complements the efforts and supports the needs of others.
What’s Attractive to the Right Candidate?
This position will provide the opportunity to work in a cutting-edge organization which thrives on innovation.
Collaborative and highly-supportive work environment with a great team of colleagues.
You will be part of a team with a culture driven by these organizational values:
Attitude: Exude responsiveness and friendliness Excellence: Deliver high quality work that members rave about Ownership: Take personal responsibility for SEPA’s success Growth: Seek out and embrace opportunities to grow SEPA and yourself Balance: Always examine all sides of an issue Comradery: Work hard with the team and have fun with the team Transparency: Communicate honestly, frequently, and openly
SEPA is an educational non-profit. We are a trusted platform for education, research and collaboration to help utilities deploy and integrate solar, storage, demand response, and other distributed energy resources.