Sr. Manager Member Success

COMPANY BACKGROUND

The Financial Services Information Sharing and Analysis Center (FS-ISAC) was created by and for members and operates as a member-owned non-profit entity. FS-ISAC provides vital information to the financial services sector to assist financial firms in protecting their critical infrastructure assets and confidential information.

POSITION SUMMARY

The Member Success team serves as a main point of contact for existing FS-ISAC members and is responsible for maintaining and increasing engagement from each organization. In addition to executing on this work, this role leads the team toward the goal of holistic engagement among all members. The Sr. Manager will work closely with the Sr. Director of Member Success to execute their strategic vision for account management and engagement. They will also develop effective processes to reach our engagement goals.  The Sr. Manager must bring a big-picture view to engagement and develop solutions that address the competing needs of the different groups that make up our membership.

ESSENTIAL FUNCTIONS

• Serves as the operational lead for the Account Management function within the Member Success team
• Handles onboarding for new accounts at FS-ISAC, including calls and 90 day onboarding campaign
• Responsible for outreach strategy for Account Management function
• Increase the engagement of their owned accounts and perform a continuous evaluation of strategies to grow engagement for the wider team
• Identify and intervene with At-Risk accounts, develop effective, measurable at-risk remediation processes
• Collects and reports quarterly metrics for Account Management individual and team goals
• Continues to build each accounts full profile in Salesforce, including details about key players, challenges and ongoing updates
• Conveys common member feedback and trends to relevant business teams
• Meets all set team goals for retention and engagement

POSITION QUALIFICATIONS

• Interpersonal skills - Effectively interacts with individuals from a variety of backgrounds and
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; asks relevant questions, listens and gets
• Organizational Support - Follows established policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
• Planning and Organizing - Prioritizes tasks and activities effectively; handles multiple tasks simultaneously; ability to plan, coordinate and implement meetings, web programs and conference
• Problem-Solving - Independently identifies potential problems in process; effectively communicates issues to the team; offers problem solving input.
• Professionalism – Is self-motivated; responsible and disciplined; works as part of a
• Quality Management - Is detail-oriented; consistently turns in high-quality work without close
• Written Communication - Writes clearly and informatively; able to read and interpret written

EDUCATION AND EXPERIENCE

• Bachelors’ degree or equivalent combination of education and experience
• Minimum of seven years of relevant experience
• Experience in the association environment is highly desired
• Experience in Salesforce, Office 365, SharePoint, email automation, virtual meetings platform

WORK ENVIRONMENT

This position is located in Reston, VA. Regardless of work location, the position requires a professional work environment and the candidate must be able to meet the physical demands associated with the professional environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. FS-ISAC has reviewed this position description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.