The Membership Account Manager is responsible for managing and growing relationships with members, ensuring their satisfaction, and maximizing retention. The role involves understanding the needs of our members, providing exceptional customer service, and identifying opportunities to upsell or cross-sell products and services. The ideal candidate will have strong communication skills, a passion for customer service, and a deep understanding of membership management.
strong>Account Management: Serve as the primary point of contact for a portfolio of members, handling all aspects of their accounts.
Develop and maintain strong, long-term relationships with members.
Regularly engage with members to understand their needs, provide solutions, and ensure satisfaction.
strong>Member Retention & Satisfaction: Monitor member satisfaction and proactively address any concerns to ensure high retention rates.
Implement strategies to improve member retention and engagement.
Conduct regular check-ins with members to gather feedback and identify areas for improvement.
strong>Sales & Revenue Growth: Identify opportunities to upsell or cross-sell additional services or products to existing members.
Collaborate with the sales team to develop strategies for membership renewals and upgrades.
Achieve or exceed revenue targets related to member accounts.
strong>Problem Resolution: Address member inquiries, complaints, and concerns in a timely and professional manner.
Liaise with internal departments to resolve any issues that impact member satisfaction.
strong>Reporting & Analysis: Maintain accurate records of member interactions, transactions, and account status in the CRM system.
Analyze member data to identify trends, potential issues, and opportunities for growth.
Provide regular reports on member activity, satisfaction, and retention metrics to management.
strong>Event & Program Coordination: Assist in the planning and execution of member events, webinars, and other engagement activities.
Promote member participation in programs and events.
Bachelor's degree in Business, Marketing, Communications, or a related field.
3+ years of experience in account management, customer service, or a similar role, preferably within a membership-based organization.
Proven track record of managing and growing member or client relationships.
Excellent communication, negotiation, and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Proficiency in CRM software and MS Office Suite.
Ability to work independently as well as collaboratively in a team environment.
Experience in a membership-based organization (e.g., professional associations, clubs, or subscription services).
Knowledge of membership management best practices.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Primarily office-based with occasional travel for member meetings, events, and conferences
