Credentialing Partner Success Manager

The International Society of Arboriculture (ISA) is a non-profit membership organization that serves the needs of tree care professionals, and promotes the profession of arboriculture around the world.  ISA is known as the industry authority on research, education and professional development.  Each role in the organization plays an important part in delivering excellent member benefits and customer service. 

The Credentialing Partner Success Manager plays an integral role in the planning, organization, and logistical facets of delivering high-quality, cost effective credentialing programs to ISA’s targeted audiences. This position provides a wide range of support to various aspects of ISA’s credentialing programs by partnering with key stakeholders to execute seamless, policy focused processes as well as an excellent applicant, candidate, and credential holder experience with compliant program quality as critical targets. The Credentialing Partner Success Manager is responsible for ISA Qualification and Requalification course activity, managing the registration and logistic processes for qualification programs, partnering with the EPS team to ensure TRAQ instructor compliance and quality assurance, supporting certification liaisons and TRAQ hosts, assisting with departmental process change and documentation and quality assurance.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Understands ISA’s Mission and adheres to organization and staff core values.
• Adhere to and develop processes related to courses which ensure consistent service to course partners and attendees.
• Provide superior levels of customer service to promote a positive customer experience for all attendees and partners associated with ISA activities.
• Manage all ISA Qualification and Requalification course activities.

Duties may include, but are not limited to:

• Soliciting course partners to present educational opportunities throughout ISA’s component network.
• Determining level of course support required and prepare appropriate contractual agreement with the host.
• Arranging conference calls to coordinate logistics of the course with hosts. Vetting of applicants. 
• Identifying responsibilities in support of the course. Items such as, location, volunteers, catering and presenter specifics may be covered in other departments:  
• • Work with Marketing Team to create marketing templates and use those to guide promotional initiatives for events. 
  • Provides content to marketing for developing brochures, email blasts, website postings and outreach efforts.  
  • Develop appropriate registration materials and manage the registration process for each course. Manage the quality assurance process for ISA qualifications. Compose and distribute course surveys and reports as required.
  • Coordinate shipping of all materials associated with course to the host and to all registrants as per timelines required. 
• Work with the finance department to reconcile financials at the end of each course and present results on a monthly basis to the Director of Credentialing.
• Monitor instructor participation closely with Educational Products and Services staff, when applicable.
• Provide general communications, stipends, shirt orders, and help plan the annual instructor meeting.
• Assist with the communication of course material and policy changes.
• Properly manage version control of various qualifications during revision and requalification periods.
• Distribute surveys to participants.  
• Compile results to be provided to instructors for self-improvement. 
• Monitor survey results for program compliance and identify trends for quality assurance. 
• Steward quality assurance efforts for Instructor Program.
• Propose and coordinate change in processes and procedures that impact quality of service.
• Serve as staff liaison to the chapter certification liaison group, providing training and support to these partners.
• Participates in departmental self-audit activities, maintaining an audit ready status of areas under purview and assist other areas as needed.    
• Collaborate with other ISA staff members and/or committees as appropriate.
• Project lead current and potential Credentialing projects as necessary.  

Supervisory Responsibilities 

No

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                              

• Post-secondary degree in a related degree program from an accredited college or university preferred; and/or a minimum two years related experience.
• Will consider candidates with an equivalent combination of education and experience. 

 Language Skills                                                

• Fluent in English, both verbal and written.
• Fluency in additional languages is a plus.
• Excellent written and oral communication skills.
• Ability to write correspondence in a professional manner. 
• Ability to effectively present information in one-on-one and small group situations to customers, association affiliations, and other employees of the association.

 Decision Making/Reasoning Ability      

• Demonstrated ability to define problems, collect data, establish facts, develop conclusions, and recommend appropriate action plans.
• Ability to complete projects accurately within deadlines.
• Ability to solve practical problems and deal with a variety of concrete variables. 
• Responsible for asking for more information or details when the task or project is unclear. 
• Able to work independently to complete projects, with little to no day-today supervision.

 Additional Competencies   

• Strong attention to detail. 
• This role requires the ability to consistently follow meticulous processes.
• Strong organizational and time management skills, with a demonstrated ability to handle multiple projects simultaneously.
• Customer service orientation with strong interpersonal skills to exhibit a professional, friendly and helpful demeanor and ability to work with a variety of individuals from diverse backgrounds.
• Ability to work in a team-based environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to remain in a stationary position 80% of the time.
• Moves about inside the office to access file cabinets, office machinery, etc.
• Regularly operates a computer and other office productivity machinery such as calculator, copy machine, and computer printer.
• Frequently communicates with internal and external customers.
• This position requires occasional lifting, under 25 lbs.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Working conditions are normal for an office environment.
• Work may require occasional weekend and/or evening work and occasional work outdoors in all weather conditions.
• The noise level in the work environment is usually quiet to moderate.
• Some travel will be required, as needed, to support meeting and event activities.

Technology and Equipment

• Microsoft Windows 10 and Office 2013; proficient in Word, Excel and Outlook.
• Ability to easily learn new software applications.
• Experience working with Multi-line phone system, copier, postage machine, and web-based services.
• Registration software experience is helpful.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.