Member Engagement Manager

About the role

ISSA is the leading trade association for the cleaning and facility solutions industry worldwide. The Member Engagement Manager is the primary driver of member engagement and retention, owning the front line of the member experience. This role serves 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. 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.

Responsibilities

• Secure Annual Membership Renewal Retention Rate
• Onboarding of Renewing Members
• Proactive Digital & Verbal Membership Engagement Communications
• Order Entry
• Service 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 - Salesforce
• Logging 100% of member communications within CRM – Salesforce
• Identify new business opportunities and provide leads to Sr. Account Executive or Chief Engagement Officer
• Exceeding individual and team sales performance goals
• Maintaining business relationships with customers
• Support the deployment of services sold
• Act as backup for Sr. Account Executive or Chief Engagement Officer for sales
• Represent ISSA at industry events
• Other duties as assigned

Key Performance Indicators

Final key performance indicators (KPI’s) will be established based on member segmentation by your direct supervisor.

• Annual Membership Retention Percentage
• Annual Member Engagement Percentage
• Annual Net Promotor Score

Minimum Weekly Average Engagement Activities:

• 15 Two-Way Engagement Calls (Not Voicemail)
• 30 Outbound Engagement Calls
• 50 Proactive Engagement Emails (Not Responsive Emails)
• 100% Response to inbound communications

Key Competencies

• Thorough understanding of traditional and emerging customer services tactics
• Strong verbal and written communication skills
• Ability to multitask, work independently and efficiently under deadlines
• Positive attitude

Mandatory Qualifications

• Proven experience in customer success, account management or similar
• Validation of hitting performance goals
• Ability to work within an office setting
• Proficient in CRM and/or AMS software
• Associate degree in business administration or equivalent work experience
• Minimum of 3 years’ experience in sales, customer service, or account management
• Proficient 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 plus
• Knowledge of the cleaning, facilities management, and/or restoration industry a plus
• Project management certification a plus
• Bilingual abilities are a plus

Pay

$50,000 – $60,000 yearly salary