COMPANY BACKGROUND
The Financial Services Information Sharing and Analysis Center (FS-ISAC) was created by and for members and operates as a member-driven non-profit entity. FS-ISAC provides vital information to the financial services sector to assist financial firms in protecting their critical infrastructure assets and confidential information.
POSITION SUMMARY
The Member Success team serves as a main point of contact for existing FS-ISAC members and is responsible for maintaining and increasing engagement from each organization. This role leads our effort to actively engage and retain our community-focused firms. The Member Success Specialist will work closely with the Director and Sr. Manager of Member Success to identify and execute the most effective strategies to reaching our largest membership base. The ideal candidate for this role will be able to successfully learn and navigate the needs of this multi-faceted branch of the Financial sector and feel confident in a member-facing role.
ESSENTIAL FUNCTIONS
• Account set up and creation for new members and new users
• Serves as owner and manager for member survey program
• Serves as the primary Account Manager for Tier 7 and Tier 8 digital membership accounts
• Increase the engagement of their owned accounts and perform continuous evaluation of new ideas to deepen engagement
• Continue to build full profiles for accounts in Salesforce, including details about key players, challenges and ongoing updates
• Timely response to member inquiries to include email and Salesforce cases
• Convey common member feedback and trends to relevant business teams
• Meet all set team goals for retention and engagement
• Update monthly email templates
• Asist with Vendor and Affiliate Member registration
• Serve as staff back up for key projects including annual Board of Directors election and Global Leaders program
POSITION QUALIFICATIONS
• Interpersonal skills - Effectively interacts with individuals with variety of backgrounds and experience.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; ask relevant questions, listens and gets clarification.
• Organizational Support - Follows established policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
• Planning and Organizing - Prioritizes tasks and activities effectively; handles multiple tasks simultaneously; ability to plan, coordinate and implement meetings, web programs and conference calls.
• Problem Solving - Independently identifies potential problems in process; effectively communicates issues to team; offers problem solving input.
• Professionalism – Is self-motivated; responsible and disciplined; works as part of a team.
• Quality Management - Is detail-oriented; consistently turns in high-quality work without close supervision.
• Written Communication - Writes clearly and informatively; able to read and interpret written information.
EDUCATION AND EXPERIENCE
• Bachelors' degree or equivalent combination of education and experience
• Minimum of 2 years of relevant experience in customer/membership experience
• Experience in the association environment is highly desired
• Experience in Salesforce , highly desired
• Must be confident in Office 365 , SharePoint , virtual meetings platform
WORK ENVIRONMENT
This position is open to remote work but candidates local to Reston, VA headquarters are preferred and will be hybrid. Regardless of work location, the position requires a professional work environment and candidate must be able to meet the physical demands associated with the professional environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
FS-ISAC has reviewed this position description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
All employees must be authorized to work in the United States. FS-ISAC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, FS-ISAC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.