Customer Service Manager

ISSA is the leading trade association for the cleaning and facility solutions industry worldwide. The Member Engagement Manager is responsible for driving member engagement and retention through proactive outreach and relationship management, ensuring members derive value from their membership.

Responsibilities:

• Secure annual membership renewal retention rate through proactive engagement and relationship management
• Coordinate onboarding processes for renewing members, ensuring a seamless transition and continued engagement
• Implement proactive digital and verbal communication strategies to maintain ongoing member engagement
• Manage order entry and ensure accurate processing of member transactions
• Support members by addressing inquiries related to invoicing, LMS access, login issues, and other service needs, with a minimum response time of one business day
• Maintain data integrity within Salesforce by logging 100% of member communications and interactions
• Identify new business opportunities by analyzing member needs and providing qualified leads to senior sales team members
• Exceed individual and team sales performance goals through strategic outreach and relationship building
• Build and sustain strong business relationships with members to foster loyalty and retention
• Support the deployment and delivery of services sold to members, ensuring satisfaction and value realization
• Act as a backup for senior sales team members, including the Senior Account Executive and Chief Engagement Officer, during sales activities
• Represent ISSA at industry events, conferences, and trade shows to promote the organization and expand professional networks
• Perform other duties as assigned to support organizational goals

Requirements:

• Proven experience in customer success, account management, or a similar role, with a track record of achieving performance goals
• A minimum of three years' experience in sales, customer service, or account management is required
• Proficiency in CRM and AMS software, especially Salesforce, is essential
• Candidates should hold an associate degree in business administration or possess equivalent work experience
• Strong communication skills, both verbal and written, are necessary to effectively engage with members and internal teams
• The ability to work independently, multitask efficiently under deadlines, and maintain a positive attitude are critical attributes
• Flexibility for possible travel