Member Renewal Operations Specialist

APQC; Houston (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

APQC seeks an energetic Member Renewal Operations Specialist to support renewal health and usage analysis across industry accounts. You will monitor renewal activity, identify at-risk members, and partner with Member Success Managers to drive retention strategies and targeted outreach.

The role includes maintaining renewal data, generating reports, and aiding process improvements to boost engagement. The position emphasizes collaboration across teams to ensure timely reinstatement actions and to

Qualifications

• Strong analytical ability to interpret data, identify patterns, and make practical recommendations.
• Advanced Excel skills for reporting, filtering, sorting, formulas, and data analysis.
• Experience with CRM or NetSuite is preferred.

Responsibilities

• Monitor renewal activity and identify early indicators of risk or non-renewal.
• Collaborate with MSMs to develop retention strategies and coordinate outreach.
• Support data reporting, dashboards, and campaigns to improve usage and retention.
• Maintain accurate membership data and assist with process improvements.

Skills

Analytical skills

Excel proficiency

CRM / NetSuite

Communication

Education

Bachelor's degree

Tools

NetSuite

CRM

Job description

The Member Renewal Operations Specialist supports APQC's membership retention strategy by combining renewal administration, membership-usage analysis, and proactive outreach coordination. This role is responsible for monitoring membership engagement and renewal health across Industry and Professional Services Firm territories; identifying trends, risks, and opportunities; and equipping Member Success Managers (MSMs) and Lead Generation staff with timely, actionable information.

The Specialist supports all MSM territories through usage reporting, data analysis and targeted engagement efforts. When a renewal shows indicators of risk or a potential non-renewal, the Specialist partners with the assigned MSM to develop and coordinate a retention strategy. Accounts that have not renewed within 60 days of their renewal date will transition to the Lead Generation team for reinstatement activity.

This position also serves as a key operational and analytical resource for the membership team, maintaining accurate renewal and entitlement data; developing reports, call lists, and campaigns; and translating data into recommendations that improve usage, retention, and team prioritization.

Compensation includes a base salary and variable incentive opportunities tied to specific sales, retention, engagement, or operational priorities. Incentive programs, eligibility, and performance measures will vary based on current business needs and are not guaranteed.

Responsibilities

Renewal Risk Management and Usage Growth

• Support Industry territories by identifying opportunities to increase membership use and ensuring members understand available APQC resources and benefits
• Monitor renewal activity across Industry and Professional Services Firm accounts to identify early indicators of risk, declining engagement, or possible non-renewal
• Partner with MSMs on at-risk renewals to develop and execute an appropriate retention strategy, including identifying additional contacts, recommending relevant APQC resources, and coordinating support from other APQC departments
• Identify key content and engagement opportunities for at-risk renewal accounts to strengthen demonstrated member value
• Coordinate Voice of Member opportunities, relevant research engagement, and other value-building activities that may support retention
• Transition accounts that have not renewed within 60 days of their renewal date to the Lead Generation team for reinstatement activity, with complete account history, contacts, usage information, and prior retention actions documented

Data, Reporting, and Analysis

• Produce and analyze membership usage reports for Industry, Professional Services Firm, first-year, overview, and member-benefits tracking purposes
• Identify usage, engagement, renewal, entitlement, and contact trends; communicate meaningful findings and recommendations to MSMs and Sales leadership
• Build and maintain prioritized call lists for Lead Generation staff based on renewal risk, usage patterns, contact gaps, account potential, and campaign needs
• Track membership entitlements and analyze utilization to identify potential risks, service gaps, and opportunities to improve member engagement
• Maintain accurate information in APQC's customer interaction systems
• Support the development and maintenance of dashboards and reports used to monitor renewal activity, usage entitlement utilization, and retention performance
• Gather and organize non-renewal data to identify reasons for non-renewal, emerging trends, and recommended actions

Membership Operations and Administrative Support

• Manage and support recurring membership operations activities, including:
• Monthly LinkedIn follow-up with key member contacts
• Monthly renewal invoice processing and follow-up
• Daily response and routing for Ask Us requests
• Weekly entitlement tracking
• Monthly contract and member-type verification
• Monthly member goal tracking
• Weekly non-renewal data gathering and documentation
• Monthly review of past-due account access
• Monthly creation and distribution of usage reports
• Respond to member and internal requests in a timely, courteous, and professional manner
• Provide input on process improvements, reporting needs, campaigns, and member offerings based on observed data and account trends

Qualifications & Skills

• Bachelor's degree required, preferably in business, marketing, analytics, communications, or a related field
• At least two years of experience in membership services, customer success, account support, sales operations, customer retention, or a comparable client-facing role
• Strong analytical skills, including the ability to interpret data, identify patterns and trends, and make practical recommendations
• Advanced proficiency with Microsoft Excel, including reporting, filtering, sorting, formulas, and data analysis; experience with CRM and/or NetSuite is strongly preferred
• Strong organizational and project-management skills, with the ability to manage recurring deadlines, multiple data sources, and competing priorities
• Excellent written, verbal, and interpersonal communication skills
• Ability to build rapport with members and internal stakeholders through phone, email, and virtual communication
• Detail-oriented and committed to accurate data, documentation, and follow-through
• Customer-focused, proactive, and able to recognize opportunities to improve member experience and retention