Member Success Consultant

Position Summary:  

Reporting to the Team Lead, Member Success Center, the Member Success Concierge plays an important role in delivering exceptional service and assistance to BNI Members, Chapters, and regional leadership. Member Success Concierges work directly with Area Directors and Regional Development Teams to support new and existing Members. Member Success Concierges are integral in promoting a positive experience for BNI Members at all stages of their Membership.  

Roles and Responsibilities: 

• New Member Success: Help new Members through their first year in BNI by welcoming them, providing prescribed check-ins, and remaining a source of information and guidance throughout their tenure in BNI. Monitoring and managing activities related to the CARE report to proactively address issues with first year Members.
• Training Support: Assist new Members, ensuring they understand BNI's available training and resources, value of continued training, and facilitate registration for critical training.
• Customer Support: Serve as a point of contact for BNI Members, and Visitors, offering guidance, assistance, and troubleshooting for membership-related concerns. Address and resolve any technical or operational issues that arise, ensuring minimal disruption to Chapter activities. Working with the leadership teams and Area Directors to ensure Chapter compliance with adherence to BNI policies, procedures, standards, and maintaining high levels of professionalism. Act as a point of contact for issues resolution for all BNI Members.
• Retention and Feedback Collection: Work to retain dropped Members. Gather feedback from dropped Members to improve field operations, service delivery, and Member satisfaction.
• Event Support: Assist in supporting BNI events, workshops, and networking meetings, including promoting events and providing registration assistance.
• Visitor Follow: Follow up with Visitors that request help to ensure appropriate customer support is provided. Through BNI Basic or Expression of Interest forms.
• Launch Assistance: Collaborate with Launch Directors to aid as needed with launch efforts and assisting new Members in their journey.
• Any additional duties needed to help demonstrate our core values, drive our vision, and fulfill our mission.

Demonstrated Competencies:  

• Communication - the capacity to convey information effectively and efficiently
• Self-management - The ability to prioritize goals, manage time, multi-task and maintain a steadfast, positive attitude in the face of challenges.
• Teamwork - The combined action of a group, especially when effective and efficient.
• Adaptability - The ability to adjust to new conditions and handle unexpected, often ambiguous, and paradoxical challenges.
• Relationship Building - “Building strong relationships creates an environment of trust and support that yields happiness, opportunity, and meaning. “The ability to establish and maintain positive and effective working relationships
• Organizational Skills: The ability to manage time and resources effectively to achieve desired outcomes.

Required Qualifications:  

• Two years demonstrated experience in customer service
• Administrative experience that demonstrates proficiency in standard office software
• Self-starter with outstanding organizational and time management skills
• Analytical abilities and problem-solving skills
• Excellent communication

Physical Demands and Working Conditions  

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.