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Sr. Specialist, Member Services

Employer
American College of Rheumatology
Location
Atlanta, Georgia
Closing date
May 5, 2019

Job Details

Based in Atlanta, GA, the American College of Rheumatology is a professional association for physicians, health professionals and scientists that work in the medical subspecialty of rheumatology. The ACR has over 9,400 members from around the world. We offer a variety of services, including: educational programming, legislative advocacy, and practice management support and grant funding through the Rheumatology Research Foundation. The ACR’s Annual Meeting, held each fall, is the premier scientific meeting in the world devoted to rheumatic diseases. For more information on American College of Rheumatology, please go to www.rheumatology.org.

TITLE:                        Sr. Specialist, Member Services

POSITION #:              45

DATE:                         April 2019

STATUS:                     Exempt

LEVEL:                       Sr. Specialist

DIRECT

SUPERVISOR:            Director, Administration, Governance & Member Services

POSITION SUMMARY DESCRIPTION:

This position is responsible for the growth and development of our membership program that generates upwards of $1.9 million in annual income from dues and other revenue streams. The incumbent will report to the Director, Administration, Governance & Member Services and works closely with members, volunteers and other departments, particularly Information Technology (IT), on projects related to or benefiting our members and volunteers.  The position is accountable for member recruitment and retention, customer service, marketing, as well as financial reconciliation of revenues and expenses.

DUTIES & RESPONSIBILTIES:

Membership

  • Implement membership strategies to increase membership dues revenue by positively impacting member retention and recruitment
  • Create, Develop and Implement Marketing Plans for Membership Communications including metrics to evaluate effectiveness of marketing efforts
  • Oversight of membership application process and rejoin process to ensure that candidates meet eligibility requirements.  Communicate and collaborate with various departments to advance the membership experience
  • Assess memberships needs  by initiating  annual membership survey
  • Develops and maintains Strategic Operating Procedures for  Member Services for all member services policies and procedures
  • Serve as Staff Liaison to the Pediatrics Special Committee managing all activities related to the committee including setting agenda; coordination of meetings; management of budget; oversight of the Pediatric Residency Program and AMIGO mentoring, and submission of relevant action items to the Board of Directors

Association Management System (AMS)

  • Leads development of membership policies, procedures, and standards as related to the database
  • Assesses appropriateness and changes membership categories per standard operating procedures; adjusts invoices and confirms matching renewal billing records; activates or cancels online shopping carts; amends member’s online access to benefits; and identifies and merges duplicate records
  • Executes monthly reporting such as creation of renewal billing invoices and terminating unpaid memberships; provides lists and invoice for scientific journals and news magazine to vendor; and communicates with vendor to send renewal and termination notices
  • Compile and distribute statistical membership reports and work with accounting and IT to ensure accuracy and integrity of data
  • Coordinate, track, test, and evaluate targeted recruitment and retention campaigns
  • Serve as a member on ACR Internal Data Steering Committee

Customer Service

  • Serves as a liaison to internal and external stakeholders for all member services including requests for assistance, comments, complaints, etc.
  • In-house expert on all member programs, products, services and benefits as well as ACR bylaws, policies, procedures and functions
  • Oversees ACR Label Rental Program

BUDGET:

  • Oversees membership budget (1.9 million) including:
  • Annual development of budget for upcoming fiscal year
  • Monitoring revenues and expenses and provides quarterly variance reports

TRAVEL:

  • Attends the annual meeting, with responsibility for the membership booth and duties as directed, including training assigned ACR staff members and temporary employees in membership procedures and customer service

QUALIFICATIONS:

  • Bachelor’s degree
  • 5 years total experience in association management, non-profit or healthcare industry related work with 3 of those 5 years being spent in a membership department supporting 5,000 plus members
  • 3 years of relevant experience working with Salesforce, or similar database/CRM system
  • Experience with Association Management Systems desired
  • Experience collaborating with IT in an Agile environment desired
  • Stellar written and oral communication skills
  • Marketing and sales experience
  • Certification or completed coursework in membership or non-profit organization management

COMPETENCIES:

  • Effective and diplomatic communication skills with members, volunteers, vendors, and staff
  • Strong collaborative work style
  • Ability to think strategically, considering organizational goals and requirements with all projects
  • Exceptional organizational and project management skills
  • Experience establishing requirements for and conducting user acceptance testing (UAT) on new technology initiatives

The ACR provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. The ACR complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities or conducts business.

This is not a contract.  The description and duties as they relate to this position are subject to change as reasonable business necessity dictates.  In the event of such changes, a new job description may be created.

Company

Our Mission:

To empower rheumatology professionals to excel in their specialty

We are a professional membership organization committed to improving the care of patients with rheumatic disease and advancing the rheumatology subspecialty. Founded in 1934, we are a not-for-profit, global medical society that serves over 7,700 physicians, health professionals, and scientists worldwide.

Company info
Website
Telephone
404-633-3777
Location
2200 Lake Boulevard NE
Atlanta
GA
30319
US

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