Member Services Specialist

Addition Management LLC; New York (NY); On-site; USD 75,000 - 105,000; Full time

Job summary

Addition Management LLC in New York is seeking a Member Services Manager to serve as the primary relationship manager for a portfolio of U.S. members, guiding onboarding, engagement and multi-year growth.

You will develop engagement plans, monitor KPIs, collaborate with Sales, Marketing, Product and Standards, and help expand adoption of education and certification programs across member organizations. Some travel is required.

Qualifications

• Bachelor's degree required.
• 5+ years’ experience in account management, customer engagement, member services, client success, or relationship management.
• Salesforce (or comparable CRM software) experience preferred.
• Experience with AI, data management, financial services, technology, regulatory analytics, standards or engineering environments preferred.
• Exceptional communication, interpersonal, problem-solving skills and a customer-centric mindset.
• Ability to travel (5–10%).

Responsibilities

• Serve as the primary relationship manager for a portfolio of U.S. members.
• Develop structured engagement plans to support retention and multi-year growth.
• Identify expansion opportunities within accounts for digital products, services & training.
• Monitor engagement KPIs and address churn risk.
• Lead onboarding for new members and ensure rapid activation.
• Deliver orientation sessions introducing benefits, working groups, standards, and education programs.
• Establish three-year engagement roadmaps for strategic accounts.
• Conduct regular engagement reviews with member stakeholders.
• Capture member priorities and feedback to inform internal teams.
• Translate member feedback into actionable insights for internal teams.
• Encourage participation in forums, working groups, and regional events.
• Partner with internal teams to align programming with industry priorities.
• Support bespoke or member-led collaborative initiatives.
• Promote education, certification, and standards programs.
• Identify opportunities for increased adoption across member organizations.
• Leverage CRM (Salesforce) to track engagement, usage, and growth indicators.
• Analyze trends and engagement data to inform outreach strategies.
• Research member activities and priorities to drive growth.
• Act as escalation point for member issues and coordinate resolutions.
• Continuously improve member support processes.
• Collaborate with Sales on renewals and expansion.
• Work with Marketing on targeted communications.
• Work with Product and Standards to align offerings with member needs.

Skills

Account management

Customer engagement

Relationship management

CRM experience

Education

Bachelor's degree

Tools

Salesforce

Job description

Growing Non-Profit trade organization seeks a Member Services Manager to join their team

Responsibilities

• Serve as the primary relationship manager for a portfolio of U.S. members (Account Management).
• Develop structured engagement plans to support retention and multi-year growth.
• Identify expansion opportunities within assigned accounts for all digital products, services & training
• Monitor engagement KPIs and proactively address risk of churn.
• Lead onboarding for new members, ensuring rapid activation and program alignment.
• Deliver orientation sessions introducing benefits, working groups, standards, and education programs.
• Establish three-year engagement roadmaps for strategic accounts.
• Conduct regular engagement reviews with member stakeholders.
• Capture business priorities, regulatory drivers, and innovation initiatives.
• Translate member feedback into actionable insights for internal teams.
• Encourage and facilitate participation in forums, working groups, and regional events.
• Partner with internal teams to ensure programming aligns with industry priorities.
• Support bespoke or member-led collaborative initiatives.
• Promote education, certification, and standards programs.
• Identify opportunities for increased adoption across member organizations.
• Leverage CRM (Salesforce) to track engagement, usage, and growth indicators.
• Analyze trends and engagement data to inform proactive outreach strategies.
• Research members activities and priorities to leverage growth.
• Act as an escalation point for member issues.
• Coordinate internally to ensure timely and effective resolution.
• Continuously improve member support processes.
• Partner with Sales on renewals and expansion.
• Collaborate with Marketing on targeted communications.
• Work with Product and Standards teams to align offerings with member needs.

Qualifications

• Bachelor's degree required
• 5+ years’ experience in account management, customer engagement, member services, client success, or relationship management.
• SalesForce (or comparable CRM Software experience preferred
• Experience or familiarity of AI, data management, financial services, technology, regulatory, analytics, digital transformation, standards or engineering environments preferred.
• Exceptional communication, interpersonal, problem-solving skills and a customer-centric mindset.
• Ability to travel when required (5%-10%)