Member Services Specialist

About Manufacturers Alliance

Manufacturers Alliance powers leaders. We bring together an unparalleled network of manufacturing executives to advance their careers, grow their companies, and support the whole community. We accomplish our mission through peer communities, education, and business insights on the topics that matter most to the sector. In our 92nd year, we continue to drive the manufacturing community to be smarter, faster, and better. Learn more: manufacturersalliance.org.

Job Summary

The Member Services Specialist (MSS) plays a vital role within the Manufacturers Alliance’s Operations Support team. In this role, the MSS:

• Delivers exceptional customer service to member executives and event participants.
• Assists Council Directors with the content and coordination of both in-person and virtual events.
• Serves as a major point of contact for members, especially to address and resolve issues.

Job Responsibilities

To successfully perform this job, an individual must satisfactorily complete each essential duty and responsibility. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Member-Facing Responsibilities

• Ensure that member-facing materials are published accurately and in a timely manner.
• Manage service activities, including scheduling and tracking new council member orientation calls (Calendly, Salesforce, Outlook), existing member check-in and renewal calls, and calls with the council team (Chair, Vice Chair, Council Director, other selected Council Members). This also includes Council agenda planning calls and any other necessary activities.
• Provide member service and support by responding to member phone calls and emails.
• Support member participation in events such as council meetings, roundtables, and webinars.
• Manage the Continuing Education Credits for the Alliance, which involves streamlining processes with the Council Directors and fellow Member Services Specialists, organizing credits (SHRM, CPE, CLE) as necessary, and maintaining and updating the Alliance certification.
• Issue continuing education credits as applicable for events.

Non-Member Facing Responsibilities

• Work with Council Directors to ensure the accuracy of membership and member contact records.
• Create and maintain council documents in SharePoint and on websites.
• Work with Leadership Communities to drive and track member engagement. This includes monitoring event and survey participation, tracking help desk requests, and ensuring participation from Council team members in various activities aimed at boosting engagement.
• Promote council events through the website, online campaigns, and printed promotion materials as needed.
• Coordinate meeting attendance by processing registrations, tracking intent to attend, and communicating with hotel meeting personnel and member administrative staff.
• Support the timely completion of all meeting activities, from initial planning to final execution. Prepare all onsite meeting materials, including presentation files, name badges, tent cards, attendance lists, and other necessary items.
• Ensure all materials are ready for the respective Council meeting at least one week in advance. This includes event communications and printed materials that are to be sent to the venue prior to the meeting.
• Format, upload, and maintain accurate council materials on the website and for printed distribution when required.
• Collaborate with other MSSs and Alliance team members to ensure that all Council tasks are completed.
• Perform other duties as assigned.

Minimum Qualifications

Education

• High School Diploma or equivalent required.
• Bachelor’s degree or certification in relevant field preferred.

Experience

• A minimum of 3 to 5 years of relevant experience in member services, particularly with membership meetings; OR a bachelor’s degree with 1 to 3 years of experience in member services or related field.

Desired Knowledge, Skills, and Abilities

• Strong interpersonal skills.
• Excellent written and oral communication skills, including proofreading and originating content.
• Extensive knowledge and experience in membership-based customer service.
• Ability to multi-task and manage multiple projects with various stakeholders simultaneously, while demonstrating strong attention to detail.
• Quickly and easily adapt to changing needs, evolving priorities, and urgent situations.
• Work independently with excellent time management skills to meet deadlines.
• Proficient in Microsoft Word, Outlook, Excel, PowerPoint, Adobe, Hubspot, Salesforce, and other data management systems.
• Familiarity with Asana and SharePoint is a plus.
• Mature professional demeanor with the ability to interact with senior business executives.

Working Conditions

Manufacturers Alliance typically operates in a remote office (WFH) environment with coworking spaces available. Periodic in-person meetings or in-office workdays are held near Rosslyn, VA, as needed, typically 1-2 times each month. Only candidates within a commutable distance will be considered.

Work Schedule

Manufacturers Alliance operates on a 35 hour workweek.