Member Services Manager

Description

POSITION SUMMARY

The Member Services Manager is a critical function on API’s Product/ College and University Services Team. You will own the member relationship from onboarding, technology integration, and ongoing engagement with members to support technology adoption and the growth of student participation. This role involves proactive outreach, training, data management, and feedback collection to enhance member experience and retention.

WHAT YOU WILL BE DOING

Key Responsibilities:

• Facilitate a structured onboarding process tailored to the members’ needs to onboard them to our programming offerings, APIConnect Technology, and services offered to grow their student participation
• Manage all post member acquisition activity for members through strong relationship-building, product knowledge, planning and execution
• Function as the member advocate and the voice of members to provide internal feedback on how we can better serve our member schools and their students both in programming and product
• Maintain a deep understanding of APIConnect in order to implement APIConnect on behalf of member schools
• Assist with APIConnect implementation including branded site setup, adding users and programs from the global catalog to their branded site
• Review and maintain Via TRM and TD accuracy if members use those systems and consult with members on best practices on maintaining these systems and presenting API programming
• Promote the entire portfolio of core API programs (study, intern, virtual, domestic) among U.S. Institutions within assigned portfolio
• Set up and maintain member owned program sessions in APIConnect
• Offer ongoing education through webinars, help articles, and training sessions housed in a member knowledge base
• Identify members at risk of disengagement and provide targeted support
• Project manage all ongoing work with members and our internal teams
• Be the subject matter expert on programming to help increase usage of API programming
• Train and mentor student alumni ambassadors and API employees that are advising and coaching students
• Track feature usage and identify gaps in member engagement.
• Proactively introduce new features and best practices to members.
• Collaborate with Product and Marketing teams to ensure feature adoption campaigns are effective
• Effectively leverage and connect other API teams like Advising & Coaching, Customized Programming Team, Internships, and Marketing to best support your member
• Provide quarterly reports on member engagement, usage, and satisfaction.
• Track member success stories to share with prospective members.
• Ensure RFP requests are followed through on by applicable teams for existing members (UR, Customized, and Internships)
• Track and lead APIConnect contract renewals for your dedicated member portfolio
• Ensure non member schools in your portfolio have the support necessary to serve their students attending API programs

Requirements

QUALIFICATIONS

KNOWLEDGE, SKILLS AND ABILITIES

• Experience using digital workflows/project management software/ and Salesforce CRM
• Proven ability to analyze data, report on key metrics, and develop strategic recommendations
• Demonstrated proficiency in presenting in both small and large group settings
• Demonstrated active listening and superior relationship building skills
• High intellectual curiosity, drive, determination, self-confidence and persuasion skills
• Ability to work independently and collaborate effectively across teams
• Ability to travel via plane, automobile and/or trains for conferences, client meetings, fairs, and team offsites as necessary

KEY EDUCATION AND CERTIFICATIONS

• Bachelor's Degree in related fields required
• Excellent, proven organizational skills, including strong attention to detail and managing multiple projects simultaneously
• 4-8 years of experience in client services/account management
• 2-4 years in higher education is a plus