The Member Engagement Manager is the primary driver of member engagement and retention. This role owns the front line of the member experience, serving as the central triage point for inbound and proactive outreach, extracting critical insights, identifying risks, and surfacing growth opportunities before they escalate. The qualified individual is responsible for cultivating high-touch, high-frequency engagement across assigned accounts to ensure members are actively connected, informed, and realizing measurable value. Every interaction is strategic.
Acting as the operational bridge between members and the Senior Sales Team, this role qualifies needs, uncovers objectives, identifies expansion opportunities, and documents all relevant intelligence within Salesforce to ensure seamless sales execution. This position is both relational and analytical. It requires structured engagement reporting to protect revenue and accelerate growth.
Duties and Responsibilities Secure Annual Membership Renewal Retention RateOnboarding of Renewing MembersProactive Digital & Verbal Membership Engagement CommunicationsOrder EntryService Members on all inquiries such as invoicing, LMS, login issues etc. Minimum response time of 1 business day requirement.Manage data integrity through a strong CRM discipline - Sales ForceLogging 100% of member communications within CRM - Sales ForceIdentify new business opportunities and provide leads to Sr. Account Executive or Chief Engagement OfficerExceeding individual and team sales performance goalsMaintaining business relationships with customersSupport the deployment of services soldAct as backup for Sr. Account Executive or Chief Engagement Officer for salesRepresent ISSA at industry eventsOther duties as assignedPage Break
Final key performance indicators (KPI's) will be established based on member segmentation by your direct supervisor.
Annual Membership Retention PercentageAnnual Member Engagement PercentageAnnual Net Promotor ScoreMinimum Weekly Average Engagement Activities:15 Two-Way Engagement Calls (Not Voicemail)30 Outbound Engagement Calls50 Proactive Engagement Emails (Not Responsive Emails)100% Response to inbound communications Key Competencies Thorough understanding of traditional and emerging customer services tacticsStrong verbal and written communication skillsAbility to multitask, work independently and efficiently under deadlinesPositive attitudePossible travel Mandatory Qualifications Proven experience in customer success, account management or similarValidation of hitting performance goals Ability to work within an office settingProficient in CRM and/or AMS softwareAssociate degree in business administration or equivalent work experienceMinimum of 3 years' experience in sales, customer service, or account managementProficient in Microsoft Office suite, including Word, Excel, Outlook, PowerPoint, and Teams. Beneficial Qualifications Experience working with trade associations or a similar not-for-profit environment a plusKnowledge of the cleaning, facilities management, and/or restoration industry a plusProject management certification a plusBilingual abilities are a plusCompensation details: 0 Yearly Salary
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