Member Engagement Specialist

Manager: Director of Member Services
Department: Member Services & Information Technology
Position location: US/Remote (Org HQ: Davis, CA, Mgr’s location: DC Metro Area)

Overview

The Member Engagement Specialist is responsible for service, outreach and support of our global Alliance members (over 500 companies and 5,000 individuals in more than 40 countries) helping to ensure a positive member journey, instill the value of Alliance membership, and continually improve  member experience. This includes process definition and improvement, managing systems access, reporting, and care and support both directly with and for members and indirectly with employees of the Alliance to serve our membership.

The ideal candidate is a self-starter with a collaborative personality and forward-thinking mindset, comfortable working independently and as part of a team. This position will:

  • Improve Member Services Processes: Identify, recommend, and develop new processes and procedures to meet the evolving needs of member companies and put them directly into action via our Help Desk.
  • Own Member Services Data Management: Maintain integrity, collection, and optimization of Alliance member company data – including member company/contact and/or Working Group information. Will leverage CRM tool (HubSpot) to refine and facilitate data management processes, procedures, and reporting.
  • Provide Systems & Tools Support: In conjunction with the Manager of IT Systems and Tools, provide one-on-one support for new user account creation in Slack, GitHub, and other member-facing tools and projects as needed.

Responsibilities

  • Manage the collection, administration, tracking, and reporting of member company data from joining throughout members’ lifecycle
  • Create and maintain member company user accounts for member collaboration site (Causeway), Slack, Teams, GitHub, and other tools as needed
  • Drive outreach and tracking processes of member company Working Group participation, in accordance with Alliance voting and IPR policies
  • Provide administrative and program support to the Manager of IT Systems and Tools on staff- and member-facing tool implementation and rollouts
  • Serve as a point of contact and outreach for the Member Services Support team, in conjunction with the Member Services Specialist, responsible for membership-based customer service inquiries received via Zendesk
  • Provide on-site and remote member support for meetings and events, domestically and internationally

Experience and Skills

  • Experience utilizing Customer Relationship Management (CRM) and/or Association Management Software (AMS) experience preferred (HubSpot, Causeway, and/or Zendesk experience a plus)
  • Demonstrated ability to deliver excellent, solution-focused customer service internally (staff-facing) and externally (member-facing)
  • Strong interpersonal, written, and oral communication skills
  • Proficiency in Microsoft Office 365 systems and software use and configuration, particularly set up, support, and use of Teams, SharePoint, Outlook, Word, and Excel
  • Strong attention to detail and data accuracy while keeping the overall goal(s) of a project in mind
  • Ability to effectively prioritize and handle multiple, concurrent tasks
  • Confidence to engage with internal and external teams, including members and executives, to provide support, reach common goals and solve problems
  • Initiative to take on projects as your own and anticipate potential problems, solutions, and tasks
  • Willingness to continually learn new things, as well as understand, modify, and master processes
  • Bachelor’s degree with at least 3 years of work experience; or Associates degree with at least 5 years of work experience (1-3 years of association or non-profit experience preferred)

Submit your résumé and cover letter to [email protected]