Customer Service Manager

ISSA is the leading trade association for the cleaning and facility solutions industry worldwide, and they are seeking a Member Engagement Manager to drive member engagement and retention. This role involves overseeing the member experience, proactive outreach, strategic communication, and relationship building to ensure members are connected and deriving value from their membership.

Responsibilities:

• Secure annual membership renewal and retention rates through proactive engagement and relationship management
• Onboard renewing members, ensuring a smooth transition and continued satisfaction
• Implement proactive digital and verbal communication strategies to engage members regularly
• Manage order entry processes accurately and efficiently
• Support members with inquiries related to invoicing, LMS, login issues, and other service-related needs, responding within one business day
• Maintain data integrity within Salesforce by logging all member communications and updating records consistently
• Identify new business opportunities and generate leads for senior sales team members, including the Senior Account Executive and Chief Engagement Officer
• Exceed individual and team sales and engagement performance goals
• Build and nurture long-term business relationships with members to foster loyalty and growth
• Support the deployment of services sold, ensuring members receive the full benefit of their membership
• Act as a backup for senior sales staff during periods of absence or high demand
• Represent ISSA at industry events, conferences, and trade shows to promote the organization and network with industry professionals
• Perform other duties as assigned to support the organization’s strategic objectives

Requirements:

• Proven experience in customer success, account management, or related fields
• Track record of meeting or exceeding performance goals
• Associate degree in business administration or equivalent work experience
• Minimum of three years of experience in sales, customer service, or account management
• Proficiency in CRM and AMS software, particularly Salesforce
• Strong skills in Microsoft Office Suite including Word, Excel, Outlook, PowerPoint, and Teams
• Excellent verbal and written communication skills
• Ability to multitask efficiently under deadlines
• Positive attitude
• Willingness to travel as needed