Membership Specialist (Hybrid)

COMPANY BACKGROUND

The Financial Services Information Sharing and Analysis Center (FS-ISAC) was created by and for members and operates as a member-driven non-profit entity. FS-ISAC provides vital information to the financial services sector to assist financial firms in protecting their critical infrastructure assets and confidential information.

POSITION SUMMARY

The Member Success team serves as a main point of contact for existing FS-ISAC members and program participants and is responsible for maintaining and increasing engagement from these groups. This role leads our effort to actively engage and retain our community-focused member firms. The Membership Specialist will work closely with the Sr. Director of Member Success to identify and execute the most effective strategies to reach this unique membership base. The ideal candidate for this role will be able to successfully learn and navigate the differing needs of these two groups of users and feel confident in a member-facing role.

ESSENTIAL FUNCTIONS

• Serves as the primary Account Manager for a group of assigned accounts

• Increase the engagement of their owned accounts and perform a continuous evaluation of new ideas to deepen engagement

• Collaborate with inter-department teams including but not limited to Finance, and Business Development staff to execute standard processes for onboarding, engagement, and renewals effectively

• Identify and intervene with At-Risk accounts

• Continues to build accounts' full profile in Salesforce, including details about key players, challenges, and ongoing updates

• Successfully track annual business review status and notes

• Monitor and complete all membership inquiries via the cases platform

• Conveys common member feedback and trends to relevant business teams

• Meets all set team goals for retention and engagement

• Resolve routine member issues and address concerns; escalate non-routine issues to management with problem-solving suggestions

• Onboard new members on various platforms

• Document system processes and procedures

POSITION QUALIFICATIONS

• Interpersonal skills - Effectively interacts with individuals from a variety of backgrounds and

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; asks relevant questions, listens, and gets

• Organizational Support—Follows established policies and procedures; completes administrative tasks correctly and on time; supports the organization's goals and values.

• Planning and Organizing—Effectively prioritizes tasks and activities; handles multiple tasks simultaneously; and can plan, coordinate, and implement meetings, web programs, and conferences.

• Problem-Solving - Independently identifies potential problems in process; effectively communicates issues to the team; and offers problem-solving input.

• Professionalism – Is self-motivated, responsible, and disciplined; shows respect for others.

• Quality Management - Is detail-oriented; consistently turns in high-quality work.

• Written Communication - Writes clearly and informatively; able to read and interpret written communications.

EDUCATION AND EXPERIENCE

• Bachelor's degree or equivalent combination of education and experience

• Minimum of 4 years of relevant experience in customer/membership experience

• Experience in the association environment is highly desired

• Experience in Salesforce is highly desired

• Must be confident in Office 365, SharePoint, virtual meetings platform

WORK ENVIRONMENT

This hybrid position is based out of FS-ISAC Reston Headquarters with an office/work-from-home schedule. Regardless of work location, the position requires a professional work environment, and the candidate must be able to meet the physical demands of the professional environment. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. FS-ISAC has reviewed this position description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.