Member Services Manager

The Member Services Manager is responsible for managing the front-line communication with our membership and the operational processes that contribute directly to enhanced member satisfaction, renewal and growth. This includes managing and maintaining up-to-date data and information in our Association Management System (AMS) and responding promptly to all member and prospective member inquiries. The Member Services Manager position requires strong customer service skills, attention to detail and high levels of collaboration across the organization to ensure an excellent member experience.

The position reports to the Director, Membership and is an Arlington, VA based, flexible hybrid working role. There is no weekly in-office requirement, however the ability to visit the office as needed is required.

Duties and Responsibilities

• Serve as a primary point of contact for members and prospects by monitoring the membership inbox and phone line, providing timely, accurate and friendly customer service.
• Support recruitment efforts by maintaining accurate prospect data and conducting outreach to prospective members.
• Review and process new member applications.
• Assist with onboarding new member organizations and individuals.
• Assist with the annual membership renewal process, including preparing invoices, processing payments, and coordinating outreach to support retention.
• Engage with members through regular outreach, tailored to their challenges, segments, or current initiatives, ensuring they are connected to relevant resources and support.
• Maintain and update member records in Salesforce and other systems, ensuring data accuracy, integrity and hygiene to support reliable reporting and engagement tracking.
• Maintain knowledge about member benefits and organizational initiatives to provide excellent customer service.
• Assist with the management of the Annual Conference registration process, both leading up to and on site during the event, in support of attendance and revenue goals, as well as overall attendee satisfaction and experience.
• Provide administrative and logistical support for membership-related initiatives, communications and projects as assigned.

Qualifications or Skills Required

• Bachelor’s degree and 3+ years in nonprofit, association membership management or related customer service experience or 5+ years of related experience.
• Proactive and detail-oriented with strong organization, time management and problem-solving skills.
• Experience with CRM systems (Salesforce preferred), data entry, reporting, and record maintenance.
• Excellent written and verbal communication and customer service skills.
• Resourceful, adaptable, and willing to learn new tools and processes.
• Excels in a team-based, collaborative, and fast-paced environment, working across departments to advance the organization’s strategic priorities.
• Ability to travel at least once a year for the annual conference.
• Models the Association's cultural attributes of Collaboration, Accountability, Respect, Empowerment and Service (C.A.R.E.S.)

Candidates meeting 75% or more of the above qualifications should apply.

Medical, dental, vision.

403b

PTO, paid holidays, other paid leave

STD, LTD, Identity protection, pet insurance, and more