Membership & Customer Service Manager

International Society Of Arthroscopy, Knee Surgery And Orthopaedic Sports Medicine • Danville, CA

293d • Remote

About The Position

The International Society of Arthroscopy, Knee Surgery & Orthopaedic Sports Medicine (ISAKOS), a global nonprofit medical society with over 3,500 members, seeks an experienced association Membership & Customer Service Manager with a broad global perspective. This position on the Market Growth team is pivotal in managing ISAKOS membership operations, enhancing member engagement, and delivering excellent customer support. This position manages membership and partners to support market growth functions at ISAKOS, administering and managing all ISAKOS Membership, and offerings, while ensuring ease of access to responsive customer support for digital and in-person interactions. This role serves a key role in effectively administering membership processes and database maintenance for the Society. Membership management includes ensuring effective membership renewal processes; management and collection of membership dues; verification of membership for key; developing and implementing membership offers and standardized responses to member inquiries; exploring/implementing new member; and routine database maintenance and reporting. The person in this role needs to be tech-savvy, have proven database skills, and demonstrate a commitment to proactive customer service. Incumbent should be an energetic self-starter with strong people skills, who can kindly and patiently manage a wide range of inquiries and interactions with members, registrants, faculty, and others who contact the ISAKOS Office, applying technology to enhance their experience. This position requires strong interpersonal and written communication skills, a commitment to teamwork and collaboration, as well as exceptional organization and prioritization skills.

Requirements

• 5+ years of experience in a similar role managing membership and customer service.
• Experience working in an association, member organization, or professional society.
• Experience working with databases, email platforms, and office technology.
• Familiarity with international organizations is a plus.
• Proficiency with conference management systems or similar technologies.
• Strong membership management and administrative support capabilities.
• Demonstrated ability to creatively resolve customer inquiries promptly and professionally.
• Exceptional customer service, problem-solving, and interpersonal skills.
• Outstanding organizational and written communication skills with a strong attention to detail.
• Experience maintaining clean and accurate customer databases.
• Proficiency in Microsoft Office, Adobe Acrobat, Google Workspace, and virtual meeting platforms such as Zoom.
• Familiarity with email marketing platforms (e.g., Mailchimp), and project management platforms (e.g. Asana).
• Team-oriented mindset with strong collaboration skills.

Nice To Haves

• Exceptional interpersonal and written communication skills.
• Experience developing and maintaining peer relationships in a remote/hybrid work environment.
• Comfort with working with an international customer base, often with English as a second language.
• Analytical mindset and naturally curious about how to continuously improve.
• Excellent organizational and project management skills.
• Ability to multitask; demonstrated experience with effectively managing multiple competing priorities.
• Proven ability to consistently meet deadlines, keeping leadership informed of progress and barriers.
• Adaptability to a fast-paced and evolving international membership landscape.

Responsibilities

• Serve as a liaison to assigned ISAKOS committees and task forces.
• Develop, customize, and update quarterly membership growth reports and analytics documentation.
• Manage annual and monthly membership dues processes to optimize member retention, including data entry, reporting, and payment tracking.
• Design and implement membership offers, discounts, and courses in collaboration with Market Growth team.
• Oversee Group Membership programs, including communication, eligibility verification, and payment confirmation.
• Promote innovative opportunities for member networking and professional connection.
• Maintain and update member categories and associated communications as outlined in ISAKOS bylaws.
• Ensure ease of access and value of online member resources, including the Membership Directory.
• Provide general membership support, such as handling invoices and mailings.
• Maintain membership applications and ensure an efficient submission process.
• Update membership-related website content and event calendars.
• Provide monthly subscription reports and coordinate with the Society's journal publisher.
• Manage shipping and tracking of membership and exhibit booth materials.
• Support Membership Committee activities, including preparing reports and processing applications.
• Maintain accurate records of approved courses, teaching centers, and key events.
• Document Standard Operating Procedures (SOPs) and workflows for all membership-related tasks.
• Develop user-friendly, self-service online resources to minimize email inquiries.
• Explore applications of AI to improve customer service by providing faster responses, personalized interactions, and extended availability.
• Identify customer inquiry trends and potential issues, and make data-driven recommendations for improving self-service.
• Monitor, analyze, and organize assigned email accounts; automate responses when possible.
• Respond to customer inquiries within two days, resolving issues effectively and directing customers to appropriate resources.
• Ensure seamless functionality for online membership applications, renewals, and event registrations.
• Assist with event registration processes and address attendee inquiries.
• Maintain documentation of all customer service SOPs and workflows.
• Collaborate with ISAKOS staff and database programmers to maintain accurate and reliable membership data.
• Oversee database updates, including new, renewing, canceled memberships, and data and account corrections.
• Ensure accuracy and consistency in member records, actively improving data quality.
• Update and maintain key member resources on the ISAKOS website and app, ensuring timely access and relevant responses to members' routine inquiries and needs.
• Work with database programmers to ensure seamless reporting functionality.
• Document database and reporting SOPs.

Benefits

• Competitive salary, including a company-sponsored retirement plan.

What This Job Offers

• Job Type: Full-time