General Summary

You are a change agent and can motivate and grow teams to be a highly functioning member centric team.  You are someone that has demonstrated passion for excellent customer experience and has an innate sense of urgency.  You love technology and you are comfortable with working with CRM systems to improve processes and the user experience.  You also have no problem rolling up your sleeves and diving right in to help your team during high volume times. 

You will be responsible for leading the member services team and building a culture of accountability and excellent timely service.  This role will also work closely with the sr. director of membership and chapters to launch membership engagement and retention efforts.  You will also be the key business owner of the AMS solution iMIS and work closely with internal cross functional team to ensure the overall membership experience is of the highest quality and value.

Principal Duties and Responsibilities

Member Services

• Manages the day-to-day operations of the Member Services team ensuring that resources and workflow are adjusted to meet organizational priorities, including cross-training so that excellent service can be maintained during periods of staff absences.
• Maintain and develop processes and procedures
• Creates and maintains training for all areas under membership operations
• Meets all financial, operational and performance benchmarks as established in the annual Business Plan, Budget and individual performance plan
• Supervises and trains staff to ensure efficient, accurate and exceptional service
• Is proficient using the association's database, correcting errors, as well as generating lists and operations and benchmarking reports.
• Establish team KPIs and metrics
• Executes annual membership price and tier changes to ensure a smooth change/process
• Develops and improves all transactional communication outreach
• Create scripts and talking points to increase member value
• Provides backup to member services team during high-traffic times that may include answering member questions and requests, processing dues, publications, conference, training and other payments, data entry and maintaining up-to-date membership information
• Other duties as assigned

iMIS Business Owner

• Key stakeholder and owner for case management
• Key champion and manages the association’s management system (AMS) iMIS
• Owns all iMIS member processes working with IT and third-party vendors to enhance processes
• Work closely with the IT department to manage the technical aspects of the AMS software for UAT, maintenance, upgrades, problem-solving, etc. and ensure security and back-up are functional
• Suggests and implements initiatives to improve operations of the database to ensure faster and more efficient processing by the Member Services team