About the position
Responsibilities
• Serve as a liaison between Impact and its clients, ensuring excellent customer service, client satisfaction, and client retention.
• Ensure long-term partnerships with happy boards of directors.
• Develop a strong understanding of each Association's members, offered benefits, and needed benefits.
• Work with each client's dedicated Impact team members to develop creative solutions for member growth and retention as well as plans for additional revenue streams.
• High-level project management for all new Impact clients.
• Work closely with Impact's Executive Directors to ensure successful client integration with Impact.
• Ensure clients are satisfied with Impact at all times, resolving any outstanding issues, proactively providing solutions and ideas, and generally working on client success at all levels.
• Conduct periodic audits of all client work to identify issues or concerns.
• Perform periodic check-ins with clients to ensure high quality work and continued partnership with Impact.
• Work directly with staff when client concerns arise, identifying the issue, and ensuring solutions are implemented.
• Manage annual reviews for clients.
• Review/receive client updates and provide frequent updates to Impact's Chief Operating Officer on clients.
Requirements
• Minimum of 5 years of association management experience.
• Minimum of 5 years in B2B customer service and/or sales management role.
• Minimum of 3 years of team management or leadership.
• Proven ability to be hands-on (you are the doer as well as the thinker!).
• Expert with Microsoft Office products (Word, Excel, PowerPoint, Publisher).
• Experience working within one or more AMS platforms.
• Proven ability to multi-task and work independently.
• Strong ability to self-motivate and motivate others.
• Incredibly strong attention to detail and organizational habits.
• Tech savvy and able to learn new technologies quickly and easily.
• Bachelor's degree.
• Fun, yet professional attitude!
Benefits
• A fun and flexible work environment: The opportunity to work remotely or in office at our Madison, WI location.
• Dog friendly office (consideration for team member allergies and preference is expected).
• Four hours of flex time each week.
• Optional half-day on Fridays once all hours are completed.
• Regular paid professional development opportunities.
• Opportunities for advancement and internal movement.
• Monthly social events and regular team activities such as games, book clubs, informal chats, and more.
• Paid group volunteer opportunities with local organizations.
• Open and accessible communication with leadership.
• Encouraged company-wide recognition.
• An inclusive work environment.
• Profit-sharing program for all staff.
• Paid time off, medical, dental, vision, 401K, paid holidays, life insurance, short/long term disability, and wellness.
• Company-provided equipment and technology.
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