Specialist, Membership Operations

Association of Corporate Counsel • Washington, DC

16h • $72,500 - $85,000 • Hybrid

About The Position

The Specialist, Membership Operations position is responsible for serving as the point of contact for database activities including membership, chapters and networks. The Specialist regularly liaises with the IT department to ensure needed functionality, reporting, and processes are in place to support ACC’s membership operations. The Specialist interacts with staff at all levels and must have the interpersonal skills required to effectively communicate the system’s ability to meet their needs, to reconcile business need with technical ability, and to communicate this effectively and in a timely manner to staff.

Requirements

• Bachelor’s degree in business administration or similar concentration.
• Two to four years of experience managing a relational database.
• Salesforce experience is required.
• Detail-oriented, with strong organizational, analytical, and planning skills.
• Excellent time management skills.
• Outstanding communications/interpersonal skills.
• Commitment to continuous quality improvement.
• Responsiveness to staff members requests in a timely and helpful manner.
• Ability to manage various projects and meet deadlines.
• Ability to identify and merge duplicate records, standardize data entry formats, and enforce data governance policies.
• Ability to conduct regular audits to spot anomalies, missing information, or inconsistencies in member records.
• Skill in investigating data discrepancies and implementing systemic fixes rather than just treating the symptoms.
• Ability to create documentation and train team members on Salesforce best practices to prevent bad data at the point of entry.
• Acts as the bridge between the membership team and IT/Web team to communicate data needs and system limitations.
• Understands the member journey—from prospect and onboarding to renewal and retention—and how to track these stages effectively in Salesforce.
• Strict adherence to data privacy laws and organizational policies regarding sensitive member information.
• Fluency in English is required.

Nice To Haves

• Salesforce Marketing Cloud experience preferred.
• Association work experience is preferred.
• A second language is preferred.

Responsibilities

• Conduct Salesforce training in-person to ensure staff know how to search records and access needed reports, rosters, and other basic operations.
• Ensure quality control of all membership data extensions in Salesforce Marketing Cloud.
• Lead the data integrity process in Salesforce, including setting a review schedule and executing data integrity initiatives.
• Manage membership lifecycle in Salesforce, ensuring system terminates memberships based on ACC business rules.
• Serve as membership administrator of the Salesforce database, managing access, usage, and performance.
• Assist with analyzing member growth, retention rates, demographics, trends, and other similar metrics.
• Produce and distribute weekly, monthly and annual reports on membership, chapters, and networks, including creating and maintaining mailing lists.
• Create or ensure new SOPs are created as needed. Track all membership SOPs.
• Proactively identify, prioritize, and partner with IT/Web team to resolve system and data issues impacting membership operations.
• Work in conjunction with the IT/Web team to ensure integrations are functioning as expected, such as SSO and APIs with 3rd party vendors.
• Ensures database structure can manage collection of demographics, join and renew/invoicing processes, member onboarding/off boarding processes, and personalized communications.
• Serve as technical point of contact for Salesforce’s 3rd party support.
• Serve as the membership division’s troubleshooter for database and reporting issues, ensuring timely resolution and communication.

Benefits

• 23 PTO days, 11 holidays, and a paid one-week end of year break
• 401K match, annual bonus, and an additional annual employer retirement contribution
• Subsidized healthcare plans, you can choose from an HMO, PPO, or HSA plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level