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The primary function of this role is to engage with existing members, deliver membership value, and increase member retention to support NCASS's goals, including total membership growth.
Purpose & Goals:
- Work as part of the Retention Account Manager Team to achieve individual and overall goals.
- Focus on member retention and membership value.
- Assist members in maximizing their membership benefits.
- Provide expert advice on products and services.
- Deliver outstanding customer service and resolve queries promptly.
- Maintain accurate records on the Membership Management System.
Main Tasks & Responsibilities:
- Member Relationships & Engagement: Maintain high-level member satisfaction through ongoing engagement.
- Account Management: Support each membership tier and manage a personal portfolio.
- Active Listening: Address members' needs with appropriate solutions.
- Expert Advice: Offer guidance on NCASS products, services, and partnerships.
- Query Resolution: Resolve member queries quickly and effectively.
- Promoting NCASS: Positively promote NCASS offerings and values.
- Developing Plans: Help members develop plans to support their business.
- Accurate Information: Maintain accurate membership records.
- Proactive Learning: Take ownership of personal learning and share knowledge.
- Follow the Process: Ensure correct processes are followed.
- Engage with Systems: Align and integrate information and support for members.
This role is crucial for driving membership growth and ensuring members receive the best possible value and support.
