Member Services Manager

Consortium for Energy Efficiency Published: August 9, 2019
Location
Middleton, MA
Job Type
Full-time
Categories
Communications / PR / Fundraising / Membership / Outreach / Advocacy /

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Description

The Consortium for Energy Efficiency (CEE) is an award-winning consortium of efficiency program administrators from the United States and Canada that unifies program approaches across jurisdictions to increase impact in fragmented markets.

By joining forces at CEE, individual electric and gas efficiency programs are able to partner not only with each other, but also with other industries, trade associations, and government agencies. Working together, administrators leverage the effect of their ratepayer funding and exchange information on successful practices for the public good. For more information visit our website.  

Position Overview

The Consortium for Energy Efficiency (CEE) is seeking a highly-talented individual to manage the relationships, communications, work processes, and systems necessary to effectively engage, retain, and recruit CEE member and/or prospective member organizations. The successful service-oriented candidate will have experience managing client relationships and supportive IT systems and demonstrate the ability to adapt to CEE’s unique mission and to relationships with its membership.

Important attributes of a successful candidate include:

Exceptional interpersonal skills, critical thinking capabilities as demonstrated through successful previous experience, ability to manage a high volume of work efforts under hard deadlines, strong accountability for completing work products, and impeccable attention to detail.  Candidates who are supremely organized, exhibit initiative and problem-solving skills, and possess a desire for continuous improvement are sought. The position supports key objectives of the Executive Director in member engagement and recruiting efforts as well as the Director of Finance and Administration.

Responsibilities

  • Identify key representatives from leading member organizations. Secure active, ongoing engagement for priority efforts.
  • Assist in specifying pertinent information to capture in a contact relationship management (CRM) system and assist in implementation of a new CRM.
  • Maintain the content integrity of the organization’s CRM to support member engagement.
  • Refine and manage the role of a member “relationship liaison and establish an effective engagement tool for relationship liaisons and CEE Directors.
  • Define and maintain a membership orientation process. Work with program staff and the Manager of Strategic Communications to maintain an updated orientation resource that highlights strategic work areas, projects, resources, tailoring for specific member or prospect circumstances. Schedule and lead orientation calls.
  • Provide member support, including ownership of the member relationship life cycle, fielding inbound member inquiries related to CEE services, capturing member intelligence, and enhancing member engagement and satisfaction.
  • Support CEE program staff with actionable recommendations per organizational engagement trends identified through data analysis.
  • Contribute key trends and themes in member intelligence to the development of corporate communications in support of the identification of member personas or profiles.
  • Maintain an active member prospect list and manage the member acquisition process with visibility and reporting available to the Executive Director.
  • Take a proactive approach with advance outreach, routine calls to the “relationship liaison,” and delivery of dedicated communications relevant to the member.
  • Advise/inform F&A on authorized changes to membership invoicing details and be informed of the status of invoicing and accounts receivable from F&A.

Position Requirements

  • Bachelor’s degree in a relevant discipline (i.e. organizational studies, business administration, library science, communications) and work experience in a professional and service-oriented setting with responsibility for managing client relationships.
  • Experience with client relationship management software (CRM), particularly Salesforce – utilization, data management, system maintenance, etc. Salesforce Admin certification and training a plus.
  • Outstanding written and oral communications.
  • Excellent skills with Microsoft Office software.
  • Experience with client management approaches.
  • Experience with designing and administering customer satisfaction surveys a plus.
  • Ability to manage personal workload across multiple projects.
  • Potential to travel to three domestic meetings per year.

Compensation: CEE offers a competitive salary commensurate with experience and a generous benefits package.

To Apply

  • Applications will be reviewed upon receipt. Please click "Apply" below to email a cover letter and a resume via e-mail to Laura May. 
    Be sure to at  note the location that you found this posting.
  • Type the job title and your name in the subject line; for example, “John Smith—Member Services Manager Application”.
  • You must be eligible to work in the United States independent of company sponsorship.

CEE is an Equal Opportunity Employer.

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