Manager, Member Services

3 days ago

Silver Spring, United States Security Industry Association Full time

DUTIES AND RESPONSIBILITIES

General Statement of Duties

The Manager works with the Senior Director, Member Services, to increase membership engagement, achieve recruitment and retention goals, with emphasis on direct selling of various programs and products. This position, with significant growth potential and incentive program, is also responsible for generating new memberships, managing member relationships, and increasing engagement activity for assigned accounts.

The position cultivates and manages meaningful business and professional experiences for members and is a driver of new revenues and recurring revenues generated from various programs, products, and services related to other departments.  

Inasmuch as the position reports directly to the Senior Director, Member Services, the Manager works in close collaboration with staff across the organization. While executing responsibilities individually, the Manager is adept at collaborating across department and organization in sharing information, reporting activity, and measuring success. Responsible for working with other departments in developing and executing various sales strategies.

The position requires experience in executing membership strategies and programs resulting in organizational growth and serves as the main service conduit between association and member throughout the lifetime of the membership. Must demonstrate exceptional member service and effectively communicate the SIA brand and value proposition. Provide a hands-on approach to initiating, managing, monitoring, and fulfilling member sales, from prospective to new to actively current member companies.  The candidate will have a proven record of developing and maintaining key relationships.

Key Responsibilities

Recruitment and Retention

  • Execute membership programs to increase membership and ensure high retention and engagement.
  • Actively prospect for new companies.
  • Manage the engagement campaigns which communicate the value proposition and specific benefits to the membership.
  • Assist with, when appropriate, the onboarding process for new members.
  • Assist in ensuring database record population and accuracy.
  • Assist in the monthly billing and collection of member renewals.
  • Primary liaison to SIA Membership activities at key events including ISC West and ISC East.

Event Sponsorship

  • Collaborate, when necessary, with SIA staff stakeholders in selling event sponsorships.
  • Assist in event onsite set-up for Market Leaders Reception, The SIA Annual Membership Advance, Standards reception event @ISC West, Government Summit, Securing New Ground and Honors Night, as well as various webinar and other sponsorable activities.

Member Services

  • Respond to member inquiries and service requests and perform active follow-up to ensure member satisfaction and increased member engagement.
  • Monitor membership information on the SIA website.
  • Represent Member Services at various industry events, conferences, the annual meeting and other networking programs.
  • Stay informed of association activities and respond to member inquiries or service requests.
  • Assist in the preparation/execution of Membership surveys and evaluations.
  • Assist Senior Director in the assessment of new member programs and potential revenue opportunities.

 

Position and Reporting

  • This position is available on a remote/virtual basis, if outside the Washington DC metropolitan area, with periodic attendance to the SIA headquarters.
  • Produce, as needed, weekly/monthly membership activity reports for SIA Board and senior staff.
  • Update SIA staff as determined on membership – reporting on trips, introducing new members and other recent activity.

Other duties may be assigned.

Education and Experience

  • A minimum of five years to seven years of security industry experience in the areas of sales and marketing, including a solid commitment and track record of exemplary customer service.
  • Previous, proven experience working as a member of a sales team.
  • Track record in acquiring and retaining customers.
  • A. degree in a business-related discipline.

Requisite Skills and Attributes

  • Excellent verbal and written communications.
  • Must demonstrate superior collaborative skills and foster staff development.
  • Open to constructive feedback.
  • Sees change as positive, is entrepreneurial and works to build consensus between varied groups and interests.
  • Ability to work on many projects simultaneously and help to ensure completion by stated deadlines.
  • Able to represent self and SIA in a professional manner and exercise the highest level of quality customer service in all member and nonmember interactions.
  • Demonstrated leadership skills (assertive facilitation).
  • Ability to recognize and develop leadership skills of volunteers.
  • Must be able to thrive in a fast-moving working environment.
  • Strong member service orientation.
  • Commitment to the success of the association.
  • Proficient in computer applications (word processing, Excel, database).
  • Some travel required.

Physical Demands and Work Environment

To successfully perform the essential functions of the position, this position is required to:

  • Move throughout the office or their workspace.
  • Sit for extended periods of time.
  • Use hands and arms to reach and handle or feel objects.
  • Talk and hear.
  • Move or lift up to 20 pounds, when at events.
  • Use close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

 

PandoLogic. Category:Customer Service, Keywords:Customer Service Manager, Location:Silver Spring, MD-20910

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